Recorded Webinar: How Is Customer Behaviour Changing? Related Articles Recorded Webinar: Managing People Remotely Recorded Webinar: Changing Channels, Changing Chat Recorded Webinar: Modernizing the IVR Recorded Webinar: Driving Down Repeat Contact 1,163 Filed under - Recorded Call Centre and Customer Experience Webinars, NICE CXone, Peter Massey Knowing how customers behave, enables the contact centre to provide them with a better experience, which also improves company outcomes. The trouble is that customer behaviour is changing. But how? We will answer just that question in this webinar, while also sharing a number of techniques that will enable you to use customer behaviour to the advantage of your contact centre. Agenda Introductions – Rachael Trickey, Call Centre Helper Peter Massey, Budd Click here to view the slides Koby Amedume, NICE inContact Click here to view the slides Topics Discussed Why is understanding customer behaviour important? The ways in which customer behaviour is changing Applying behavioural science to the contact centre How to analyse customer behaviour in your contact centre The benefits to understanding behavioural trends Top tips from the audience Winning tip – “Give your agents an EASY avenue to escalate customer feedback whether that is to development team, call center managers, etc. depending on what the feedback is about. Don’t redirect them to another channel to provide the same feedback they just told you (the agent). “ thanks to Laura51 Original Webinar date: 1st October 2020 Webinar Timeline 0:10: Introductions – Rachael Trickey, Call Centre Helper 3:04: Poll with results from the audience. Asking “Which of the Following Statements do You Agree With?” 5:30: Peter Massey, Budd Presentation 27:34: Take-aways from Peter’s presentation 28:51: Quiz 32:58: Top Tips, Opinions and Questions from the audience 38:14: Koby Amedume, NICE inContact Presentation 39:51: Poll with results from the audience. Asking “How Has the Global Pandemic Changed Your Perspective on Digital Adoption?” 56:28: Take-aways from Koby’s presentation 57:37: Top Tips, Opinions and Questions from the audience 59:59: Winning Tip Panellists Peter Massey Budd Koby Amedume NICE inContact Rachael Trickey Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by NICE CXone Register Now! Author: Rachael Trickey Published On: 25th Sep 2020 - Last modified: 27th Nov 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, NICE CXone, Peter Massey Recommended Articles Recorded Webinar: Managing People Remotely Recorded Webinar: Changing Channels, Changing Chat Recorded Webinar: Modernizing the IVR Recorded Webinar: Driving Down Repeat Contact Related Reports Webinar Replay: Improving Contact Centre Efficiency White Paper: Why You Should Migrate Your Customer Experience Operations Recorded Webinar: Treating Vulnerable Customers Fairly 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