Recorded Webinar: Understanding Why Your Customers Are Contacting You

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Filed under - Recorded Call Centre and Customer Experience Webinars

Agenda

Introductions – Jonty Pearce, Call Centre Helper
Panellists – Colin Shaw – Beyond Philosophy, Peter Massey – Budd, Paul White – mplsystems and Jonty Pearce, Call Centre Helper

Links

Los aversion from the book “Thinking Fast and Slow” by Daniel Khaneman
https://en.wikipedia.org/wiki/Thinking,_Fast_and_Slow
The Power of Habit: Why We Do What We Do in Life and Business Book by Charles Duhigg

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.