Recorded Webinar: The Best Ways to Exceed Customer Expectations

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

Agenda

Introductions- Jonty Pearce, Call Centre Helper
Colin Shaw – Beyond Philosophy

Webinar Slides: The Best Ways to Exceed Customer Expectations by Colin Shaw

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Jeremy Payne – Enghouse Interactive

Webinar Slides: The Best Ways to Exceed Customer Expectations by jeremy Payne

Click here to view the slides

Topics discussed

The latest thinking in customer expectations
Under-promising and over-delivering
Getting advisors to take ownership
Agent empowerment
Automated follow-ups
How to design contact centre processes
The Voice of the Customer
How technology can help exceed customer expectations
Top tips from the audience
Winning Tip:

“Most of our compliments in the Call Centre are with regard to how we made the customer “feel”. The “rational” part of the call/service is expected to be excellent. The soft skills part of the call is seldom met or exceeded so the customer immediately notices when it’s exceeded”. Congratulations to Colleen1