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

Click here to view the replay

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

This webinar was brought to you by Call Centre Helper and is sponsored by Puzzel.

Click here to view the replay.