Recorded Webinar: Making Customers Lives Easier

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Filed under - Recorded Call Centre and Customer Experience Webinars, Serenova

Agenda

Topics discussed

Empowering agents
Exceeding customer expectations
Knowledge management
Mapping the customer journey
Proactive customer service
Use of multiple channels
Importance of a unified agent desktop
Building rapport
Top tips from the audience
Winning tip: “Adopt a Kaizen mind-set (or similar) where you include the feedback from agents to make low/no cost improvements in your contact centre. They often have some very good workarounds that management is not aware of. Agents also often don’t raise these solutions as there is no formal process to do it” thanks to Christine10.

Original Webinar date: October 2015