Recorded Webinar: Proven Techniques to Increase Customer Satisfaction


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Supporting advisors to have conversations that create happy customers is the fundamental duty of the contact centre.

Customer Satisfaction (CSat) is our key indicator of how well we are doing just that. But, how can we keep pushing that metric score higher and higher.

Well we’re here to help, with two presentations from leading industry experts, who shared all the advice you need to bring smiles to your customers’ faces.

Agenda

  • Introductions – Rachael Trickey, Call Centre Helper
  • Richard Kimber, Comotion Consulting
Richard Kimber's slides on Increasing Customer Satisfaction

Click here to view the slides

  • Mike Murphy, Genesys
Mike Murphy's slides on Increasing Customer Satisfaction

Click here to view the slides

Webinar Timeline

0:14: Introductions – Rachael Trickey, Call Centre Helper
3:15: Richard Kimber, Comotion Consulting Presentation
11:29: Poll with results from the audience. Asking “How do You Currently Measure Customer Satisfaction?”
27:21: Take-aways from Richard’s presentation
28:17: Quiz
32:30: Top Tips, Opinions and Questions from the audience
37:17: Mike Murphy, Genesys Presentation
54:45: Take-aways from Mike’s presentation
55:32: Top Tips, Opinions and Questions from the audience
58:48: Winning Tip

Topics Discussed

  • How to support advisors to deliver great conversations
  • Getting more from you CSat scores
  • The keys to managing and exceeding customer expectations
  • Key tips to develop an improved customer experience
  • The tools that can help to satisfy the modern customer
  • Top tips from the audience
  • Winning tip – “Set up reporting to automatically send Customer Effort Scores or CSAT scores coupled with customer comments directly to agents every morning so they can follow up with customers that still have questions or had an unsatisfactory experience.” thanks to Erin7

Original Webinar date: 5th March 2020

Panellists

Richard Kimber - Headshot
Richard Kimber
Comotion Consulting

Mike Murphy - Headshot
Mike Murphy
Genesys

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Author: Rachael Trickey

Published On: 28th Feb 2020 - Last modified: 28th Feb 2023
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