Recorded Webinar: Understanding Why Your Customers Are Contacting You Related Articles 3 Steps to Better Understanding Your Customers Really Understand Why Your Customers Are Contacting You Recorded Webinar: Driving Down Repeat Contact Recorded Webinar: Five Great Ways to Channel Shift Customers From Phone to Digital 1,753 Filed under - Recorded Call Centre and Customer Experience Webinars, Peter Massey 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 Beyond Philosophy Peter Massey Budd Paul White mplsystems Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by IFS Author: Rachael Trickey Published On: 1st Mar 2016 - Last modified: 27th Nov 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Peter Massey Recommended Articles 3 Steps to Better Understanding Your Customers Really Understand Why Your Customers Are Contacting You Recorded Webinar: Driving Down Repeat Contact Recorded Webinar: Five Great Ways to Channel Shift Customers From Phone to Digital Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter