Recorded Webinar: Understanding Why Your Customers Are Contacting You

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One of the cornerstones of a good contact centre strategy is a real understanding of why your customers are contacting you.

Armed with this information you remove avoidable contact, build powerful business plans, obtain buy-in from other departments and fine tune your operations.

In this Key Customer Issue webinar, we explore the best ways to understand why your customers are contacting you and how you can best harness this information.

Topics Discussed

Quick ways to identify customers

Different Customer profiles

Customer reason codes

Reducing avoidable contact

First Contact Resolution

Highlighting problems in other departments

Using call recording as a powerful tool

Dealing with difficult customers

Speech analytics

Top tips from the audience

Panellists

Colin Shaw

Beyond Philosophy

Peter Massey

Budd

Paul White

mplsystems

Jonty Pearce

Call Centre Helper

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn