Recorded Webinar: Critical Link between Agent Satisfaction and Customer Experience Related Articles Recorded Webinar: Proven Techniques to Increase Customer Satisfaction Recorded Webinar: Driving Up Customer Satisfaction Scores Recorded Webinar: 7 Ways to Improve Customer Satisfaction Recorded Webinar: 7 Winning Tips From Great Contact Centres 5,351 Filed under - Recorded Call Centre and Customer Experience Webinars, Customer Satisfaction (CSAT), OpenSpan, Rob Wilkinson Webinar on agent satisfaction and customer experience. There is a critical link that exists between increasing agent satisfaction and improving the overall customer experience. Since your advisors are the front line to your customer, you will want to ensure they’re well equipped to deliver the highest level of service possible. Agenda Introductions – Jonty Pearce, Call Centre Helper 5 Ways To Improve The Customer Experience – Rob Wilkinson, CCC Call Centre Connect 3 Tests You Can Do Today! Ask 10 Agents At Random What Your Customer Wants From Them Listen To 10 Positively Scored Calls = Did Customers Get What They Want Ask 10 Agents What Their Objective Was After Most Recent Coaching The Critical Link between Agent Satisfaction and the Customer Experience – Francis Carden, OpenSpan Top tips from the audience Winning tip – “Ask the agents to identify the barriers to delivering excellent customer service and how these can be removed. These are the people who are closest to the customer and know what barriers we are putting in their place. Look for volunteers within the agent population to drive this.” Thanks to Debbie. All the tips from the audience have now been turned into an article 12 winning tips to improve agent satisfaction Interactive Q&A Topics to be discussed Customer experience Process simplification Agent desktop Real-time guidance Customer empathy Emotional intelligence Skills and training Top tips from the audience Interactive questions and answers This webinar is brought to you by Call Centre Helper and is sponsored by OpenSpan. Original Webinar date: July 2013 Author: Jo Robinson Published On: 10th Jul 2013 - Last modified: 7th Dec 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Customer Satisfaction (CSAT), OpenSpan, Rob Wilkinson Recommended Articles Recorded Webinar: Proven Techniques to Increase Customer Satisfaction Recorded Webinar: Driving Up Customer Satisfaction Scores Recorded Webinar: 7 Ways to Improve Customer Satisfaction Recorded Webinar: 7 Winning Tips From Great Contact Centres Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter