Recorded Webinar: 7 Ways to Drive Down Repeat Contacts

1,196

Dealing with repeat contacts is a challenge that most Contact Centres face today. In order to increase customer satisfaction, it is important that issues get resolved at their first point of contact.

In this webinar, we look at 7 clever ways to reduce repeat contacts and improve First Contact Resolution.

Thursday 22nd October

Panellists

• Nick Drake-Knight – NDK Group

• Jonty Pearce – Call Centre Helper

Topics discussed

• Identifying the reasons for repeat contacts
• Looking at the bigger picture
• Delivering a consistent customer experience
• The role of technology
• Agent empowerment
• Customer satisfaction surveys
• The role of call quality monitoring
• Use of email, social media and webchat
• Top tips from the audience

Sponsored by Genesys.

This webinar will be held at 1.00pm UK time, 2pm in Paris and South Africa and 8am in New York.

Topics Discussed

  • Identifying the reasons for repeat contacts
  • Looking at the bigger picture
  • Delivering a consistent customer experience
  • The role of technology
  • Agent empowerment
  • Customer satisfaction surveys
  • The role of call quality monitoring
  • Use of email, social media and webchat
  • Top tips from the audience

Panellists

Nick Drake-Knight - Headshot
NDK Group
Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Megan Jones

Published On: 19th Oct 2015 - Last modified: 15th Apr 2024
Read more about - Recorded Call Centre and Customer Experience Webinars, , , ,

Follow Us on LinkedIn

Recommended Articles

An image of a confused man choosing between two First Contact Resolution and Repeat Contacts
The Difference Between Measuring Repeat Contacts and First Contact Resolution
Phone and down arrow - drive down repeat contacts concept
Seeing Double? 10 Ways to Drive Down Repeat Contacts
Frustrated person looking at phone
How to Reduce Repeat Calls Fast?
driving-down-repeat-contact-webinar-featured-image
Recorded Webinar: Driving Down Repeat Contact - Video