Topics Discussed
- Understanding why customers are contacting you
- Creating consistency between channels
- Getting the basics right
- Setting expectations
- Under promising and over delivering
- Fixing broken processes
- Building empathy and rapport with the caller
- The right metrics to use
- Top tips from the audience
Panellists

Gerry Brown
The Customer Lifeguard

Nerys Corfield
Injection Consulting

Steve McInally
Sabio

Jonty Pearce
Call Centre Helper
