Recorded Webinar: The Best Ways to Exceed Customer Expectations


Agenda

  • Introductions- Jonty Pearce, Call Centre Helper
  • Colin Shaw – Beyond Philosophy
Webinar Slides: The Best Ways to Exceed Customer Expectations by Colin Shaw

Click here to view the slides

  • 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

 

Original Webinar date: March 2015







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