COVID-19 UPDATE. Essential Reading - How to Prepare the Contact Centre for Coronavirus - Setting up a Contact Centre from Scratch - How to Deal with Increased Contact Volumes or our Coronavirus articles. You also may find it useful to find suppliers of Cloud Contact Centre Solutions, Homeworking or Headsets.

Recorded Webinar: Designing Customer Journeys


We all know that the Customer Journey is important, but it can be very hard to improve. In this webinar our panel of experts provide their input in how to analyse and in turn design better customer journeys.

Topics Discussed

  • Customer Journey Maps
  • Understanding why customers are contacting you
  • Identifying key touchpoints
  • Customer Experience Management (CEM)
  • Moments of Truth and Break points
  • Creating consistency between channels
  • The best use of technology
  • Top tips from the audience

Panellists

Morris Pentel- Headshot
Morris Pentel
Customer Experience Foundation
Ian Williams- Headshot
Ian Williams
Jericho Consulting
Rachel Lane- Headshot
Rachel Lane
Verint
Jonty Pearce- Headshot
Jonty Pearce
Call Centre Helper

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


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