Recorded Webinar: The New Rules for Customer Experience

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The customer experience is a relatively new concept; however, many organisations are now fully focused on optimising their customers journeys to create experiences that customers remember and the contact centre is often central to their plans.

In this webinar, we keep you up to date with all the latest strategies for improving customer journeys, highlighting the growing importance of the contact centre in creating the best possible experiences.

Agenda

  • Introductions – Charlie Mitchell, Call Centre Helper
  • Martin Jukes, Mpathy Plus
Martin Jukes Slides

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  • Mike Murphy, Genesys
Mike Murphy's Slides

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Topics Discussed

  • The customer experience
  • Customer journeys
  • Customer management
  • The new role of the contact centre
  • Maximising the value of the contact centre
  • Top Tips from the Audience
  • Winning tip – We have recently removed any financial impacts/incentives from any QA results. This combined with an on-going education of putting yourself in the customer’s shoes, has helped our agents offer a more unbiased view of the service delivered. In fact we had an increase in the % of people who scored their calls lower than their supervisors and were far more honest and critical of the experience sent in by Harj1.

Original Webinar date: June 2019

Panellists

Martin Jukes - Headshot
Martin Jukes
Mpathy Plus
Mike Murphy - Headshot
Mike Murphy
Genesys
Charlie Mitchell - Headshot
Charlie Mitchell
Call Centre Helper
Author: Rachael Trickey

Published On: 14th Jun 2019 - Last modified: 22nd Apr 2024
Read more about - Recorded Call Centre and Customer Experience Webinars, , ,

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