Recorded Webinar: 7 Clever Ways to Improve Customer Service

We also looked at ways to vary communication styles and to move across multiple contact channels.


  • Introductions – Jonty Pearce, Call Centre Helper
  • 4 clever ways to improve Customer Service – Frank Sherlock, Genesys

Click here to view the slides

  • 3 ways Improving Customer Service – Mike Allen, Right First Time Contact Centre

Click here to view the slides

  • Your tips

winning tip – “We have done lots of work on understanding the customer journey and experience.  Our key focusses are on Eliminating Waste and the IVR Journey.” thanks to Julie5

All the tips from the audience have now been turned into an article 18 Great Ways to Improve Customer Service

Topics to be discussed

  • Anticipating customer problems before they happen
  • Keeping customer promises
  • Sending confirmations by email and SMS text
  • Dealing with service outages
  • Proactive notifications
  • Customer service through outbound calling
  • Customer surveys and follow-up actions
  • The optimal times to make a proactive contact
  • Top tips and questions from the audience

Original Webinar date: June 2014

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