Recorded Webinar: Understanding Why Your Customers Are Contacting You


One of the cornerstones of a good contact centre strategy is a real understanding of why your customers are contacting you.

Armed with this information you remove avoidable contact, build powerful business plans, obtain buy-in from other departments and fine tune your operations.

In this Key Customer Issue webinar, we explore the best ways to understand why your customers are contacting you and how you can best harness this information.

Topics Discussed

  • Quick ways to identify customers
  • Different Customer profiles
  • Customer reason codes
  • Reducing avoidable contact
  • First Contact Resolution
  • Highlighting problems in other departments
  • Using call recording as a powerful tool
  • Dealing with difficult customers
  • Speech analytics
  • Top tips from the audience
  • Panellists

    Colin Shaw - Headshot
    Colin Shaw
    Beyond Philosophy
    Peter Massey - Headshot
    Peter Massey
    Paul White - Headshot
    Paul White
    Jonty Pearce - Headshot
    Jonty Pearce
    Call Centre Helper
    Author: Rachael Trickey

    Published On: 1st Mar 2016 - Last modified: 27th Nov 2023
    Read more about - Recorded Call Centre and Customer Experience Webinars,

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