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.

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Martin Hill-Wilson – Brainfood Extra
• Bethany Ayers – NewVoiceMedia

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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

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

Click here to view the replay.