Recorded Webinar: How Is Customer Behaviour Changing?

Knowing how customers behave, enables the contact centre to provide them with a better experience, which also improves company outcomes.

The trouble is that customer behaviour is changing. But how?

We will answer just that question in this webinar, while also sharing a number of techniques that will enable you to use customer behaviour to the advantage of your contact centre.

Agenda

Introductions – Rachael Trickey, Call Centre Helper
Peter Massey, Budd

Peter Massey slides from Customer Behaviour webinar

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Koby Amedume, NICE inContact

Koby Amedume slides from Customer Behaviour webinar

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Topics Discussed

Why is understanding customer behaviour important?
The ways in which customer behaviour is changing
Applying behavioural science to the contact centre
How to analyse customer behaviour in your contact centre
The benefits to understanding behavioural trends
Top tips from the audience
Winning tip – “Give your agents an EASY avenue to escalate customer feedback whether that is to development team, call center managers, etc. depending on what the feedback is about. Don’t redirect them to another channel to provide the same feedback they just told you (the agent). “ thanks to Laura51

Original Webinar date: 1st October 2020

Webinar Timeline

0:10: Introductions – Rachael Trickey, Call Centre Helper
3:04: Poll with results from the audience. Asking “Which of the Following Statements do You Agree With?”
5:30: Peter Massey, Budd Presentation
27:34: Take-aways from Peter’s presentation
28:51: Quiz
32:58: Top Tips, Opinions and Questions from the audience
38:14: Koby Amedume, NICE inContact Presentation
39:51: Poll with results from the audience. Asking “How Has the Global Pandemic Changed Your Perspective on Digital Adoption?”
56:28: Take-aways from Koby’s presentation
57:37: Top Tips, Opinions and Questions from the audience
59:59: Winning Tip