Recorded Webinar: 7 Ways to Improve Customer Satisfaction

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Gerry Brown – The Customer Lifeguard

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• Brendan Dykes – Genesys

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Topics discussed

• Improving Customer Satisfaction
• The best ways to measure customer satisfaction
• Customer journeys
• Personalising Customer Service
• Building the right culture in the contact centre
• Voice of the Customer
• The clever use of technology
• Top tips from the audience
• Winning Tip: “We need to change the way we think about Front line staff to move away from the “paid to work; not to think” mentality. Their input is invaluable and with their constant interactions with customers, they can teach us more than we care to realize”.

Original Webinar date: May 2015