Recorded Webinar: Understanding Why Your Customers Are Contacting You


Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Panellists – Colin Shaw – Beyond Philosophy, Peter Massey – Budd, Paul White – mplsystems and Jonty Pearce, Call Centre Helper
  • Peter Massey – Budd
Webinar Slides: Understanding Why Your Customers Are Contacting You by Peter Massey

Click here to view the slides

  • Colin Shaw – Beyond Philosophy
Webinar Slides: Understanding Why Your Customers Are Contacting You by Collin Shaw

Click here to view the slides

Links

Topics to be 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
  • Winning Tip – “#Tip – I listen to my agents calls so that I am aware of the reasons for calling, service issues, frustrations etc and we have introduced our top management also coming to listen to calls on a regular basis. This has proven excellent in ensuring they actually understand why customers are calling rather than making assumptions and it allows for better conversations about this issue. It also ensures they are closer to the customer which allows for better change management.” thanks to Gemma8.

Original Webinar date: Thursday 17th March 2016







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