Recorded Webinar: Making Customers Lives Easier


Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Gerry Brown – The Customer Lifeguard
Webinar Slides: Making Customers Lives Easier by Gerry Brown

Click here to view the slides

  • Sarah Barrow – LiveOps
Webinar Slides: Making Customers Lives Easier by Sarah Barrow

Click here to view the slides

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







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