Over 50% of a Customers Experience, is driven by how the Customer feels. Harnessing the use of Customer Emotions is key to driving successful outcomes.
In this webinar we look at how to identify and use Customer Emotions to your advantage. This will lead to an improved customer experience, higher customer satisfaction and an improvement in employee engagement.
Topics Discussed
- Harnessing Customer Emotions
- What does an Emotionally Responsive Contact Centre Look Like?
- How to measure Customer Emotions
- How to get your Advisors to be more Emotionally Intelligent
- Using Emotions to drive Outcomes
- Reducing Customer Effort
- The Use of Technology
- Emotion Detection
- Customer Analytics
- Sentiment Analysis
- Voice of the Customer Feedback
- Top Tips from the audience
Panellists
Colin Shaw
Beyond Philosophy
Fabrice Martin
Clarabridge
Rachael Trickey
Call Centre Helper
This webinar was brought to you by Call Centre Helper and is sponsored by Clarabridge
