Recorded Webinar: How to Reduce Customer Effort in the Contact Centre


There is a clear correlation between loyalty and customer effort.

During this webinar we looked at the practical steps that you can take to reduce customer effort in your organisations.

Agenda

  • Introductions – Rachael Boynton, Call Centre Helper
  • Peter Massey – Budd
Webinar Slides: How to Reduce Customer Effort in the Contact Centre by Peter Massey

Click here to view the slides

  • Sundeep Boughan – Puzzel
Webinar Slides: How to Reduce Customer Effort in the Contact Centre by Sundeep Boughan

Click here to view the slides

Topics to be discussed

  • Customer effort
  • The Customer Effort score
  • The best service is no service
  • Avoidable contact
  • Reducing repeat contacts
  • Spotting and changing broken processes
  • Use of self-service
  • Improving customer service information on the website
  • Quick wins to reduce customer effort
  • The role of technology
  • Top tips from the audience
  • Winning Tip – ” Our big push recently has been “how to” videos via YouTube. We have seen a decline in phone calls using this channel.” thanks to Mike16

Original Webinar date: Thursday 29th June 2017







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