Upcoming Webinar: POWERFUL New Approaches to Improving Customer Journeys


A photo of someone watching a webinar and making notes

On Thursday the 17th of October we bring to you an exclusive webinar entitled: “POWERFUL New Approaches to Improving Customer Journeys“.

In this webinar, we share expert pieces of advice to help you better understand and improve your customer journeys, which may help to boost future sales and customer loyalty.

A thumnail photo of Morris Pentel

Morris Pentel

Featuring on this webinar will be Morris Pentel, the Chairman of the Customer Experience Foundation, and a favourite of our regular viewers.

In his presentation, Morris will discuss how you can design the ideal customer experience, then the processes, and marry them together, to make your customer journeys work for everyone.

Having 35+ years within the customer experience industry, Morris has led the major transformation and innovation programmes for a number of high profile brands including Lloyds Bank, Barclays and John Lewis.

So, make sure you sign-up to this upcoming webinar to hear all of Morris’s latest insights, as he shares some of his favourite tips for improving customer journeys.

A thumbnail photo of Lisa Hotchkiss

Lisa Hotchkiss

Alongside Morris will be Lisa Hotchkiss, of NICE inContact, who will also share her thoughts on finding areas for customer journey improvement and where you can add personalization.

Other topics that will be discussed include: great methods to gain more value from your customer journey map, creating consistency within journeys and the impact of customer emotion.

There will also be the chance to share tips and to ask questions of other attendees and our expert speakers, as we run an interactive chatroom in parallel with the webinar.

The webinar will start at 2pm UK time, but you can also watch the recording, which will be available later the same afternoon.

To register for the webinar, click here! You will not regret it!

We also have a number of other helpful webinars coming up in our busy Autumn schedule. These include:

Proactive Customer Service – How to Do It Well

Webinar Date – Thursday 10th October 2019 at 14:00 UK time

A proactive approach to customer service can help to reduce contact volumes, increase customer satisfaction and improve retention.

In this webinar, we present a number of tried and tested methods for being proactive in the contact centre – while we also share some key mistakes to avoid!

There is also the opportunity to share tips and ask questions of other attendees and our expert speakers, as we run an interactive chatroom in parallel with the webinar.

Our expert speakers for this webinar include:

  • Christopher Brooks of Clientship
  • Mike Murphy of Genesys

What you will learn from attending this webinar includes:

  • How to use proactive messaging to improve the customer experience
  • The right time to nudge a customer
  • Practical ways to solve customer issues before the incident occurs
  • How other organizations are doing it

Click here to register!

How to Gamify Your Contact Centre and Motivate Advisors

Webinar Date – Thursday 24th October 2019 at 14:00 UK time

Gamification encourages a culture of friendly competition, which can raise the overall standard of work in the contact centre.

In this webinar, we share everything from simple, fun games to advice for creating a wider gamification strategy that will help to develop your contact centre culture.

There is also the opportunity to share tips and ask questions of other attendees and our expert speakers, as we run an interactive chatroom in parallel with the webinar.

Our expert speakers for this webinar include:

  • Alexandra Hickson of Payzone UK
  • Brian LaRoche of CallMiner

What you will learn from attending this webinar includes:

  • Fun games to improve contact centre culture
  • The keys to motivating advisors and boosting engagement
  • How to use fun to further advisor performance
  • The benefits of using technology for contact centre gamification

Click here to register!

First Contact Resolution – How to Get It Right First Time, Every Time

Webinar Date – Thursday 31st October 2019 at 14:00 UK time

Improving First Contact Resolution (FCR) is a great way to measure a problem from the customer’s perspective and to highlight broken contact centre processes.

In this webinar, we’ll share how to best measure FCR and then highlight what we can then do with our results to improve contact centre performance.

There will also be the chance to share tips and ask questions of other attendees and our expert speakers, as we run an interactive chatroom in parallel with the webinar.

Our expert speakers for this webinar include:

  • Nerys Corfield of Injection Consulting
  • Jafar Adibi of Talkdesk

What you will learn from attending this webinar includes:

  • Why FCR has become a key contact centre KPI
  • The foundations for measuring FCR realistically
  • How to use FCR results to improve contact centre performance
  • Whether or not “One and Done” is right for every scenario

Click here to register!

To view our Autumn 2019 webinar programme in full, click here!

Published On: 6th Oct 2019 - Last modified: 9th Oct 2019
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