Designed for Senior Executives, our Webinar, Customer Experience in the Contact Centre, looked at how you can overcome some of the most commonplace struggles by taking advantage of the vast amount of customer intelligence available to you. Expert speakers and industry peers shared their top tips and practical advice on how you can improve the Customer Experience and keep your frontline agents engaged - ultimately reducing customer effort and making life just that little bit easier for you!

1. Customer Experience
In The Contact Centre
Taking Your Customers Off Hold And
Putting Their Words Into Action

2. We create Ravers
Our aim is to help you create customer & employee
advocates, Ravers who love you and will go and tell
the world what a great company you are.

5. Proactive Communication

6. 37%
of outbound activity is
proactive customer service…
2015 Contact Babel Report

7. 1st time delivery up 10%
“A reliable, convenient and efficient
delivery experience.”

8. Tip number 1
Find the top reasons
for people
contacting you and
deliver the
information before
they feel the need
to call

9. Fast Feedback

10. 1%
1%
8%
10%
19%
28%
34%
1%
8%
8%
19%
21%
25%
19%
2%
4%
14%
24%
24%
15%
16%
8%
13%
9%
18%
20%
19%
13%
15%
18%
27%
15%
9%
6%
10%
26%
27%
21%
9%
6%
6%
3%
47%
29%
13%
5%
1%
1%
5%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Call transfer rate
Cost per call
Average call duration
Call abandonment rate
Speed to answer
First-call resolution
Customer satisfaction / NPS
1st 2nd 3rd 4th 5th 6th 7th
Most Important Metrics

11. Capture the pure, untainted opinions of their customers at
Moments of Truth® via telephone, email and live chat channels

12. • C-Sat
• NPS
• Effort
• First Time Fix
• Verbatim
• ACTION
• An improvement across
all metrics
• Better insight into root
cause problems

13. Testimonial 2
Rant & Rave is a new era in
customer experience, turning feedback
into real-time, business intelligence
“
“

14. Tip number 2
Ensure feedback is
collected in
real-time across all
your contact
channels and then
use this insight to
improve processes
and make strategic
decisions

16. only
59%
of employees believe their
own satisfaction is being
considered
2015 Contact Babel Report

19. Sales + Churn stats
24% reduction in new-customer drop-out
40% overall customer churn reduction

20. Tip number 3
Allow employees to
get close to what
customers are
saying and then
empower them to
make the right
decisions and
improve their
skillset

21. Contact
Centre

22. The contact centre sits at the heart of
any omni-channel strategy.
It is the Hub for customer and
employee experience!

23. The Future of…
Ideas that can transform customer
experience within the Contact Centre