Webinar Replay: Driving Up Customer Satisfaction Scores

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Webinar Image
Customer satisfaction remains the undisputed king of contact centre metrics.

After many years, making customers happier remains a key goal for contact centres.

Fortunately, more and more methods for delighting customers are coming to the fore.

In this webinar we discovered lots of new tips and tricks for driving up customer satisfaction.


Introductions – Jonty Pearce, Call Centre Helper

Francesa Rea, NewDay
 Francesa Ray slides Aruf Khan, NICE Nexidia Gavin Scott, Customer Service Expert
Francesca Rea  - headshot
Francesca Rea
Aruf Khan - headshot
Aruf Khan
NICE Nexidia
Gavin Scott - headshot
Gavin Scott
Customer Service Expert
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
What You Will Learn
  • The latest tricks and tips to improve customer satisfaction
  • Where can I improve my contact centre experience?
  • New ways to meet customer preferences
  • How to manage and exceed expectations
  • Innovations in people, process and technology
  • Winning tip - Be proactive with advisor feedback. Real time or over the shoulder coaching to drive the customer experience can be as effective if not more better than a formal 121. Thanks to Kim35
Original webinar date 20th May 2021