Many contact centres struggle to meet customer expectations, while others happily exceed them. So what is the difference between the two?
In this webinar we look at 10 proven ways to exceed customer expectations.
Topics Discussed
- Understanding why customers are contacting you
- Creating consistency between channels
- Getting the basics right
- Setting expectations
- Under promising and over delivering
- Fixing broken processes
- Building empathy and rapport with the caller
- The right metrics to use
- Top tips from the audience
Panellists
Steve McInally
Sabio
Jonty Pearce
Call Centre Helper
This webinar was brought to you by Call Centre Helper and is sponsored by SabioAuthor: Rachael Trickey
Published On: 8th Jun 2016 - Last modified: 31st May 2024
Read more about - Recorded Call Centre and Customer Experience Webinars, Empathy, Gerry Brown, Nerys Corfield, Rapport, Sabio
