Recorded Webinar: Critical Link between Agent Satisfaction and Customer Experience



The Webinar Contents

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.


  • 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!

  1. Ask 10 Agents At Random What Your Customer Wants From Them
  2. Listen To 10 Positively Scored Calls = Did Customers Get What They Want
  3. 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
openspan logo

This webinar is brought to you by Call Centre Helper and is sponsored by OpenSpan.

Original Webinar date: July 2013

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