Recorded Webinar: Key Areas to Reduce Customer Effort Related Articles How to Write a Customer Apology Letter – With an Example Recorded Webinar: Emotional Intelligence in the Contact Centre 3 Steps to Reduce Customer Effort Definition: Contact Centre Jargon and Terminologies 603 Filed under - Recorded Call Centre and Customer Experience Webinars, Odigo Customers want things to be easy. Contacting you in the call centre is, for most, not something they enjoy, but something they actively avoid. So how can you make your contact centre experience effortless? Effortless so customers have an easier experience when they contact you or – even better – effortless in that customers don’t have to contact you at all. We will explore all of the tips and tricks to help you achieve both of these goals, helping you to create simple experiences that satisfy customers. Agenda Introductions – Rachael Trickey, Call Centre Helper Mark Gould, cp2experience Click here to view the slides Neil Titcomb, Odigo Click here to view the slides Topics Discussed The value of a low effort contact centre experience Where are the problem areas that lead to high customer effort? Addressing these issues and making things easy Measuring customer effort More top tips for reducing customer effort Top tips from the audience Winning tip – “We use an ongoing ‘koi pond’ (like the US shark tank show, but without the big pitches) forum, in which anyone in the business can suggest an improvement to for instance reduce customer effort. Very often the most and best ideas come from those working in our contact centre, which helps drive engagement and empower the team.” thanks to Neil25 Original Webinar date: 12th November 2020 Webinar Timeline 0:15: Introductions – Rachael Trickey, Call Centre Helper 2:59: Poll with results from the audience. Asking “What is Your Most Important Key Performance Indicator (KPI)?” 4:56: Mark Gould, cp2experience Presentation 26:33: Take-aways from Mark’s presentation 28:05: Quiz 32:08: Top Tips, Opinions and Questions from the audience 37:29: Neil Titcomb, Odigo Presentation 55:35: Top Tips, Opinions and Questions from the audience 59:15: Winning Tip Panellists Mark Gould cp2experience Neil Titcomb Odigo Rachael Trickey Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Odigo Register Now! Author: Rachael Trickey Published On: 8th Nov 2020 - Last modified: 28th Feb 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Odigo Recommended Articles How to Write a Customer Apology Letter – With an Example Recorded Webinar: Emotional Intelligence in the Contact Centre 3 Steps to Reduce Customer Effort Contact Centre Jargon and Terminologies Related Reports Report: The Voice of the Contact Centre Consumer 2023 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