Recorded Webinar: How to Personalize Customer Interactions

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Contact centers have often offered a “one size fits all” approach to customers.  But a growing number are now personalizing the customer experience.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Martin Hill-Wilson – Brainfood Extra
  • Bethany Ayers – NewVoiceMedia
Webinar Slides: How to Personalize Customer Interactions by Martin Hill-Wilson and Bethany Ayers

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Topics discussed

  • The best ways to personalize interactions
  • Personality profiles
  • Routing based on CLI
  • Appropriate use of customers’ names
  • Building rapport
  • 360-degree view of the customer
  • Using different telephone numbers
  • Looking after high-value customers
  • Top tips from the audience
  • Winning tip: “Perhaps part of the account setup process should include asking how they prefer to be addressed and saving this information to the account for future use. I find it annoying if I’m constantly asked”. Congratulations to Anna14

Original Webinar date: June 2015

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

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