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

This webinar was brought to you by Call Centre Helper and is sponsored by IFS