Mplsystems CEO, Paul White, will be joining expert panel for Call Centre Helper’s brand new webinar series
23rd February, 2016
Mplsystems CEO, Paul White, will be joining Jonty Pearce, Colin Shaw and Peter Massey on the expert panel to help answer the audience’s questions on “Why your customers are contacting you and how you can best harness this information.” This is a brand new webinar series from Call Centre Helper that will address a series of thought provoking topics designed to discuss key issues that contact centres are facing today.
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. 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.
Paul White, CEO, mplsystems
Colin Shaw, Founder and President, Beyond Philosophy
Peter Massey, Managing Director, Budd
Jonty Pearce – Call Centre Helper
Topics to be 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
This webinar is held at 1pm UK time, 2pm in Paris, 3pm in South Africa and 9am in New York. A replay facility will also be available. If you are attending one of Call Centre Helper’s webinars for the first time, we suggest you arrive 10 minutes early to allow for the software to download successfully.
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