Recorded Webinar: 7 Ways to Drive Down Repeat Contacts


  • Jonty Pearce – Call Centre Helper
  • Nick Drake-Knight – NDK Group

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  • Richard McCrossan – Genesys

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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

Original Webinar date: October 2015

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