Recorded Webinar: How to Build an Effortless Customer Experience

Reducing Customer Effort has been shown to improve customer satisfaction and improve customer loyalty.

In this webinar we looked at a range to techniques to make customer service and customer care effortless.

Agenda

• Introductions – Rachael Boynton, Call Centre Helper
• Dr David Naylor, Humanotics

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• Michael Johnston, Interactions LLC

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Topics to be discussed

• Reducing Customer Effort
• Customer Effort Metrics – including the Customer Effort Score
• Spotting and Changing Processes
• Customer Self Service
• Reducing repeat contacts
• Quick wins to reduce customer effort
• The role of technology in delivering effortless customer care
• Use of Artificial Intelligence
• Robotic Process Automation
• The role of chat bots
• Top tips from the audience
• Winning Tip – “Love the idea of EES (Employee Effort Score) – we are in the process of streamlining our customer surveys – we currently ask 15 questions and are going down to 5 or less. Love the idea of asking our staff how easy it was for them to resolve the customer query.” thanks to Lucy17

Original Webinar date: March 2018