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

Original Webinar date: March 2015