Recorded Webinar: 5 Ways to get Agents to Improve Customer Experience

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There is often a wide variation in customer experience depending upon which advisor the customer speaks to.

In this webinar we looked at 5 practical ideas on how to change agents’ behaviours so that you deliver a consistently good customer experience.


  • Introductions – Rachael Boynton, Call Centre Helper
  • Gerry Brown – The Customer Lifeguard

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  • Jessica Smith- inContact/RingCentral

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Topics to be discussed

  • Best practices in customer experience
  • Changing behaviours
  • Developing empathy
  • Creating rapport
  • The agent feedback loop
  • Improving coaching
  • Employee satisfaction and engagement
  • Employee satisfaction metrics
  • The role of technology
  • Top tips from the audience
  • Winning tip – “We have a thank you board where we put customer comments on heart shaped post its (it does make a difference what shape) on a board and review monthly” thanks to John46

Original Webinar date: Thursday 28th September 2017

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

Click here to view the replay.

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