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 will look at 5 practical ideas on how to change behaviours in agents so that you deliver a consistently good customer experience.

Topics 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

Panellists

Gerry Brown - Headshot
Gerry Brown
The Customer Lifeguard

Jessica Smith - Headshot
Jessica Smith
inContact/RingCentral

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Author: Rachael Trickey

Published On: 26th Sep 2017 - Last modified: 2nd Jan 2024
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