Recorded Webinar: The New Ways to Exceed Customer Expectations

eo poster='https://www.callcentrehelper.com/images/webinars/boxes/2020/nvm-exceed-expectations-recording-poster.gif' controls='controls' width='640' height='360' class='webinar-video' > Exceeding customer expectations is a great concept. But, with expectations rising, it is becoming trickier to actually achieve. That does not mean that it is impossible though. There are things that we can do to bring this old concept to life in the modern contact centre and stand out from the crowd. In this webinar, we will take a look at how we can make small improvements to how we manage our people, processes and technology to exceed customer expectations and create happy customers.

Agenda

Introductions – Rachael Trickey, Call Centre Helper
Christopher Brooks, Clientship

Christopher’s slides from expectations webinar

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Phil Davitt, Vonage

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Topics Discussed

What are the expectations of your customers?
The simple keys to managing customer expectations
Where should you spend your time in trying to exceed expectations?
How are leading companies exceeding customer expectations?
The new technology innovations that will help you to stand out from the crowd
Top tips from the audience
Winning tip – ""We introduced a "you said, we did" project, where we actually take the feedback and suggestions from customers and tell them what we did to improve this - or if we couldn’t, why we couldn’t do this (where appropriate)." thanks to jessica11

Original Webinar date: 18th June 2020

Webinar Timeline

0:19: Introductions – Rachael Trickey, Call Centre Helper 3:09: Poll with results from the audience. Asking "How Does Your Service Match Customer Expectations?" 5:28: Christopher Brooks, Clientship Presentation 25:13: Take-aways from Christopher's presentation 26:16: Quiz 30:04: Top Tips, Opinions and Questions from the audience 37:06: Phil Davitt, Vonage Presentation 50:20: Take-aways from Phil's presentation 54:45: Top Tips, Opinions and Questions from the audience 1:00:12: Winning Tip