he contact centre contains within it all the information required to greatly improve the customer experience. However, with low budgets being a common problem, many contact centres struggle to use this information and redesign their services to improve the customer experience.
In this webinar, we presented cost-effective strategies of how to improve the service that you offer to customers at key moments in their experience and add great value to your operation.
Agenda
- Introductions – Jonty Pearce, Call Centre Helper
- Amy Scott, Sedulous Consulting
- Tamsin Dollin, NICE inContact
Links
- 2018 NICE inContact Customer Experience (CX) Transformation Benchmark Global Study https://www.niceincontact.com/call-center-resource-finder/2018-nice-incontact-cx-transformation-benchmark-infographic
- Infographic https://www.niceincontact.com/call-center-resource-finder/thriving-in-the-experience-economy-inforgraphic
- Infographic: Choosing the Right Cloud Delivery Model for your Contact Center (Aberdeen) – https://www.niceincontact.com/call-center-resource-finder/infographic-choosing-the-right-cloud-delivery-model-for-your-contact-center
- Video – Analyst Research: Total Economic Impact of NICE inContact CXone (Forrester): https://www.niceincontact.com/call-center-resource-finder/the-total-economic-impact-of-nice-incontact-cxone-video
Topics Discussed
- Service design
- Improving customer journeys
- Reducing costs
- The role of the contact centre
- Creating actionable insights from customer data
- Top tips from the audience
- Winning tip – “We want our customers to be able to contact us in the best way for them so we have all channels including a messaging system though our self service online portal. If the customer is using self-service we don’t want to push them to use a different channel such as the phone if they have a question or issue.” Thanks to Helen35
Original Webinar date: April 2019
Panellists
Amy Scott
Sedulous Consulting
Tamsin Dollin
NICE inContact
Jonty Pearce
Call Centre Helper
This webinar was brought to you by Call Centre Helper and is sponsored by NICE CXone
