Recorded Webinar: 10 Ways to Improve Customer Experience


Click here to view the replay

From quick wins to longer term fixes, we will suggest how you can meet, and surpass, customer expectations at every touchpoint of the customer journey.

In this webinar, we take you through how you can get the basics of the customer experience right, before adding some finishing touches, for a truly memorable experience.

Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Colin Shaw, Beyond Philosophy

 

 

 

 

Click here to view the slides

  • Mike Murphy, Genesys

 

 

 

 

Click here to view the slides

Topics discussed:

  • Quick Wins to Improve Customer Experience
  • Building an Emotional Connection with Customers
  • Spotting and Fixing Broken Processes
  • Improving First Contact Resolution
  • Reducing Customer Effort
  • The Use of Technology
  • Top Tips from the Audience
  • Winning tip – “After splitting the inbound call into small steps and including the desired customer feeling into each step agents started really to understand what we are trying to achieve and how they can impact on the customer experience with their own behaviour and how things are expressed.” – thanks to Kaisa1.

Original Webinar date: June 2018

 


company logo
This webinar was brought to you by Call Centre Helper and is sponsored by Genesys.

Click here to view the replay.



Get the latest exciting news and article straight to your inbox