Recorded Webinar: How to Personalise Customer Interactions

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Contact centres have often offered a “one size fits all” approach to customers. But a growing number are now personalising the customer experience.

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Martin Hill-Wilson – Brainfood Extra
• Bethany Ayers – NewVoiceMedia

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Topics discussed

• The best ways to personalise interactions
• Personality profiles
• Routing based on CLI
• Appropriate use of customers’ names
• Building rapport
• 360 degree view of the customer
• Using different telephone numbers
• Looking after high value customers
• Top tips from the audience
• Winning tip: “We have a very good CRM system that routes callers through to the first customer rep that they dealt with, It records the previous problem/issue and so they always deal with the same person.” Congratulations to Alex13

This webinar was also shown at a later time of 11am EST & 8am PST

Original Webinar date: June 2015

This webinar was brought to you by Call Centre Helper and is sponsored by NewVoiceMedia.

Click here to view the replay.