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

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

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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