Recorded Webinar: Driving Up Customer Satisfaction Scores


Customer satisfaction remains the undisputed king of contact centre metrics.

After many years, making customers happier remains a key goal for contact centres.

Fortunately, more and more methods for delighting customers are coming to the fore.

In this webinar we discovered lots of new tips and tricks for driving up customer satisfaction.


Introductions – Jonty Pearce, Call Centre Helper

Francesa Rea, NewDay

 Francesa Ray slides

Aruf Khan, NICE Nexidia

Aruf Khan

Gavin Scott, Customer Service Expert

Gavin Scott

Topics Discussed

  • The latest tricks and tips to improve customer satisfaction
  • Where can I improve my contact centre experience?
  • New ways to meet customer preferences
  • How to manage and exceed expectations
  • Innovations in people, process and technology
  • Winning tip – Be proactive with advisor feedback. Real time or over the shoulder coaching to drive the customer experience can be as effective if not more better than a formal 121. Thanks to Kim35

Original webinar date 20th May 2021


Francesca Rea  - Headshot
Francesca Rea

Aruf Khan - Headshot
Aruf Khan
NICE Nexidia

Gavin Scott - Headshot
Gavin Scott
Customer Service Expert

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Published On: 13th May 2021 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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