Using a Caller’s First Name Remains the Most Popular Way to Personalise the Customer Experience 1,022 Filed under - Archived Content Despite the technology that is now available to contact centres, to help personalise the customer experience, the method of using the customer’s first name when interacting with them, is still the favored method in the majority of contact centres. Other popular options to do so include having: a separate queue for high value customers (34%), route callers based on CLI (32%) and route callers to the last agent the caller had spoken to (27%). Poll – How do you personalise customer experience? – answers Route calls based on open cases – 19% Route callers to last agent spoken to – 27% Route callers based on CLI – 32% Seperate queue for high value customers – 34% Use first name – 56% (Multiple answers were allowed during this poll, so the total does not add up to 100%.) Source: Call Centre Helper webinar poll – Webinar: 10 Predictions for 2015 Sample size – 125 Date: January 2015 Author: Megan Jones Published On: 25th Mar 2015 - Last modified: 23rd Sep 2019 Read more about - Archived Content Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter