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Webinar Replay: Proven Techniques to Increase Customer Satisfaction

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Supporting advisors to have conversations that create happy customers is the fundamental duty of the contact centre.

Customer Satisfaction (CSat) is our key indicator of how well we are doing just that. But, how can we keep pushing that metric score higher and higher.

Well we’re here to help, with two presentations from leading industry experts, who shared all the advice you need to bring smiles to your customers’ faces.

Agenda

  • Introductions - Rachael Trickey, Call Centre Helper
  • Richard Kimber, Comotion Consulting
Richard Kimber's slides on Increasing Customer Satisfaction Click here to view the slides
  • Mike Murphy, Genesys
Mike Murphy's slides on Increasing Customer Satisfaction Click here to view the slides

Webinar Timeline

0:14: Introductions – Rachael Trickey, Call Centre Helper
3:15: Richard Kimber, Comotion Consulting Presentation
11:29: Poll with results from the audience. Asking "How do You Currently Measure Customer Satisfaction?"
27:21: Take-aways from Richard's presentation
28:17: Quiz
32:30: Top Tips, Opinions and Questions from the audience
37:17: Mike Murphy, Genesys Presentation
54:45: Take-aways from Mike's presentation
55:32: Top Tips, Opinions and Questions from the audience
58:48: Winning Tip

Panellists
Richard Kimber - headshot
Richard Kimber
Comotion Consulting
Mike Murphy - headshot
Mike Murphy
Genesys
Rachael Trickey - headshot
Rachael Trickey
Call Centre Helper
 
Topics to be discussed
  • How to support advisors to deliver great conversations
  • Getting more from you CSat scores
  • The keys to managing and exceeding customer expectations
  • Key tips to develop an improved customer experience
  • The tools that can help to satisfy the modern customer
  • Top tips from the audience
  • Winning tip – "Set up reporting to automatically send Customer Effort Scores or CSAT scores coupled with customer comments directly to agents every morning so they can follow up with customers that still have questions or had an unsatisfactory experience." thanks to Erin7
Original Webinar date: 5th March 2020

Speaker Biographies

Richard Kimber | Comotion Consulting

Richard is a Senior Manager (Insight) at Comotion Consulting.

Comotion helps businesses become customer-led through strategy and transformation. They've created successful, sustainable growth for some of the biggest organisations around the world, using 6 transformative customer pillars; Strategy, Insight, Design, Delivery, Measurement and Culture. Richard is a certified data scientist and market researcher. He specialises in customer satisfaction and loyalty measurement, delivering tangible improvements both to customers and the business' bottom line. He works with organisations to deliver improved end to end customer experiences through root cause analysis, service design tools, effective measurement and the use of insight to make a real difference.

Connect with Richard on Social Media: Linkedin

Mike Murphy | Genesys

Experienced, trusted sales professional with a deliberate focus on customer experience. Passionate about delivering on the improvement promise for my customer. For me, success breeds success that paved my way to a 30+ year sales career across just three employers.

I'd be delighted to engage, if like me you want to bring success to life within your customer experience operations.

Connect with Mike on Social Media: Linkedin | Twitter