Recorded Webinar: Driving Up Customer Satisfaction Scores

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

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Aruf Khan, NICE Nexidia

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Gavin Scott, Customer Service Expert

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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