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


Click here to view the replay

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.

Agenda

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

Click here to view the slides

  • Jessica Smith- inContact/RingCentral

Click here to view the slides

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

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

Click here to view the replay.



Read more about - Recorded Webinars ,


 
css.php