Customer satisfaction remains the undisputed king of contact centre metrics. After many years, making customers happier remains a key goal for contact centres.
Fortunately, more and more methods for delighting customers are coming to the fore. In this webinar we discovered lots of new tips and tricks for driving up customer satisfaction.
Agenda
Introductions – Jonty Pearce, Call Centre Helper
Francesa Rea, NewDay
Aruf Khan, NICE Nexidia
Gavin Scott, Customer Service Expert
Topics Discussed
- The latest tricks and tips to improve customer satisfaction
- Where can I improve my contact centre experience?
- New ways to meet customer preferences
- How to manage and exceed expectations
- Innovations in people, process and technology
- Winning tip – Be proactive with advisor feedback. Real time or over the shoulder coaching to drive the customer experience can be as effective if not more better than a formal 121. Thanks to Kim35
Original webinar date 20th May 2021
Panellists
This webinar was brought to you by Call Centre Helper and is sponsored by NICE
Author: Rachael Trickey
Published On: 13th May 2021 - Last modified: 26th Apr 2024
Read more about - Recorded Call Centre and Customer Experience Webinars, Aruf Khan, Francesa Rea, Gavin Scott, NICE
