Recorded Webinar: How To Transform Customer Contact in the Contact Centre

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Paul Weald – Deloitte Digital

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• Stuart Dorman – Sabio

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• Your Tips
• Winning Tip –

“For 2 week period, we changed our switchboard number (which is available on the website) to a temporary number. When customers rang this temporary number, we knew they had been on our website because that was the only place the number had been placed. Our studies showed that the majority of people who rang this number did so because they didn’t want to spend time looking for the information from the website”.  Congratulations to Suki

• Interactive Q & A from the audience

Topics discussed

• Multi-channel customer contact
• Customer Engagement
• The latest thinking in Customer Effort
• Making it easier to identify and verify callers
• Getting customers to the right advisor
• The role of self-service
• How technology transform Customer Contact
• Top tips from the audience

Original Webinar date: February 2015