Recorded Webinar: Innovation That Makes Customers’ Lives Easier

Reducing Customer Effort seems to make good sense, and could also be a good way to increased customer loyalty. In this webinar we explore the whole concept of customer effort and look at a number of innovations to make our Customers’ Lives Easier. We also look at some technologies that can identify customer pain points and help to reduce customer effort.

Topics Discussed

• Identifying customer pain points
• Latest research on the Customer Effort Score
• Simplifying IVR design
• Task resolution
• Call entry and Call exit

• Making it easier to get through security questions
• Voice biometrics
• Voice of the Customer programmes
• Real time analytics – helping the agent to deliver better service
• Top tips from the audience

Panellists

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