On Friday I had the opportunity to attend the Call Centre League of Excellence seminar held in Gloucester. The League of Excellence is co-ordinated by Vocall, a company that provides mystery shopping services into call centres.
Around 30 attendees from a range of call centres from some of the largest, to some of the smallest, attended the event held at the National Waterway's Museum in Gloucester Docks.
Through the day there was a range of presentations aimed at helping attendees to deliver a greater experience to their callers, and to their agents. Topics included training and motivation of your employees, new trends in social media and customer communities, as well as an introduction to Neuro-Linguistic Programming (NLP) to round out the day.
From NewVoiceMedia's perspective it was fantastic to see so many call centre supervisors and managers that have such a drive to improve the call centre experience. It's not all about cost and metrics. With the rise of social media, and the ability for a disgruntled customer to communicate their feelings to a wide network, measurements of customer satisfaction, net promoter score, first call resolution and agent turnover are at the top of the list.
We look forward to attending more of these types of events and listening to the challenges that those running contact centres are facing and the ideas they have for overcoming them in today's fast moving world.
Were you at the Call Centre League of Excellence event? Do you have mystery shoppers call into your call centre?We'd love to know what you think in the comments section below. Please subscribe to the blog and share with your network!