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ON-DEMAND WEBINAR: How to maintain customer satisfaction with a work-from-home contact centre team

We discuss some of the obstacles for contact centre and customer experience leaders as a result of the coronavirus lockdown, and how to overcome them.

13th May 2020
Editor MyCustomer
In association with
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Webinar
istock/CSA

According to the Institute of Customer Service’s January 2020 UK Customer Satisfaction Index, customer satisfaction levels have declined for the past five years, reaching their lowest level since January 2015.  

Keeping customers satisfied has proven tough for most brands, even before the COVID-19 crisis.

Now, with most countries still adhering to social distancing and lockdown rules – and many customer service and experience professionals working in a remote setting – the complexity of measuring and maintaining customer satisfaction is further enhanced.

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Joined by Martin Hill-Wilson and Abby Monaco, we debated the topic of measuring and maintaining customer satisfaction on a live webinar, which is now available to watch on-demand. 

Aimed at helping customer service and customer experience professionals reconfigure their CX programmes and systems of measurement during and after the coronavirus crisis, the webinar helped establish:

·  Why harnessing customer satisfaction is increasingly a differentiator for brands in their bid to win the battle for CX supremacy.
·  How AI-powered sentiment and behaviour analytics is being used to measure customer satisfaction – even in today’s work at home setting – in contact centre interactions.
·  Guidance on the best approach to analysing sentiment in a remote contact centre environment, to yield maximum insight.

The use of sentiment analysis was a key focus of discussion in the webinar – specifically how and why this type of tool should be embedded into all contact centre agents in order to measure CSAT across all customer interactions. 

NICE analysis via its sentiment platform ENLIGHTEN recently found that brands that offered forgiveness payments during contact centre interactions in the direct aftermath of the initial coronavirus lockdown in the UK saw a 3 x rise in positive sentiment from customers – highlighting just how important a humanitarian response to the crisis was in terms of customer satisfaction.   

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