Zendesk invites you to one of its free customer service masterclasses running from now until the end of September. These workshops are the perfect opportunity to further refine your current customer support processes and improve your customer experience.
Service Design Workshop
Great customer service demands customer centricity. It’s about knowing your customer, how they think, how they feel and, above all else, how they interact with your service.
Join Zendesk for this free full day masterclass with acclaimed industry expert Amy Scott and you’ll discover what great service really looks like, how to utilise service design to create a better customer experience, and you’ll even get a chance to “design” under Amy’s expert guidance in their hands-on workshop.
Wednesday 30th August, 2017 – Service Design Workshop – London
Making Metrics Matter
Gone are the days when ‘average handle time’ was the main driver for advisor performance. These days ‘appropriate handle time’ better captures what customer-focused brands concentrate on. ‘As you goal them, so they behave’ goes the saying.
Given that, what are the key metrics you need to blend together as a scorecard that works for both your organisation and customers?
Join Zendesk for a free one-day masterclass with industry expert Martin Hill-Wilson and explore the pros and cons of all the main internal and external metrics and how they impact your contact centre performance.
Wednesday 6th September, 2017 – Making Metrics Matter – Birmingham
Tuesday 12th September, 2017 – Making Metrics Matter – Manchester
Tuesday 19th September, 2017 – Making Metrics Matter – Dublin