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

Click here to view the slides

• Sundeep Boughan – Puzzel

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