Recorded Webinar: How Is Customer Behaviour Changing?

1,187

Knowing how customers behave, enables the contact centre to provide them with a better experience, which also improves company outcomes.

The trouble is that customer behaviour is changing. But how?

We will answer just that question in this webinar, while also sharing a number of techniques that will enable you to use customer behaviour to the advantage of your contact centre.

Agenda

  • Introductions – Rachael Trickey, Call Centre Helper
  • Peter Massey, Budd
 Peter Massey slides from Customer Behaviour webinar

Click here to view the slides

  • Koby Amedume, NICE inContact
 Koby Amedume slides from Customer Behaviour webinar

Click here to view the slides

Topics Discussed

  • Why is understanding customer behaviour important?
  • The ways in which customer behaviour is changing
  • Applying behavioural science to the contact centre
  • How to analyse customer behaviour in your contact centre
  • The benefits to understanding behavioural trends
  • Top tips from the audience
  • Winning tip – “Give your agents an EASY avenue to escalate customer feedback whether that is to development team, call center managers, etc. depending on what the feedback is about. Don’t redirect them to another channel to provide the same feedback they just told you (the agent). “ thanks to Laura51

Original Webinar date: 1st October 2020

Webinar Timeline

0:10: Introductions – Rachael Trickey, Call Centre Helper
3:04: Poll with results from the audience. Asking “Which of the Following Statements do You Agree With?”
5:30: Peter Massey, Budd Presentation
27:34: Take-aways from Peter’s presentation
28:51: Quiz
32:58: Top Tips, Opinions and Questions from the audience
38:14: Koby Amedume, NICE inContact Presentation
39:51: Poll with results from the audience. Asking “How Has the Global Pandemic Changed Your Perspective on Digital Adoption?”
56:28: Take-aways from Koby’s presentation
57:37: Top Tips, Opinions and Questions from the audience
59:59: Winning Tip

Panellists

Peter Massey - Headshot
Peter Massey
Budd
Koby Amedume - Headshot
Koby Amedume
NICE inContact
Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Register Now!

Author: Rachael Trickey

Published On: 25th Sep 2020 - Last modified: 27th Nov 2023
Read more about - Recorded Call Centre and Customer Experience Webinars, ,

Follow Us on LinkedIn

Recommended Articles

The agent of the future featured image
Recorded Webinar: The Agent of the Future
Recorded Webinar: The Top 10 Employee Engagement Ideas
Recorded Webinar: Changing Channels, Changing Chat
driving-down-repeat-contact-webinar-featured-image
Recorded Webinar: Driving Down Repeat Contact