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Reaching and maintaining a good level of customer satisfaction while going through changes in the contact centre is not only vital but can be challenging. Join us as we explore why CSAT is important and hear from members how they are managing it.
You already know that customer satisfaction is important. Recent events have tested the resilience of your CSAT and customer feedback processes, and some have experienced positive spikes in customer sentiment. Reaching and maintaining a good level of customer satisfaction while going through changes in the contact centre is vital, but it can also be very challenging.
How you deliver customer service, engage with your customers, collect customer feedback and manage complaints are all vital components to delivering an excellent overall customer experience.
Simon Brunger, Divisional Support Director at Capita, share how they have an agile approach and use customer feedback to make improvements that ultimately drive up CSAT. Supported by ServiceNow, we ask:
- Why Excellent Customer Service in the Contact Centre really matters
- What drives a Compelling Customer Experience in the Contact Centre ?
- Different Approaches to Measuring and Tracking Customer Satisfaction in Contact Centres
- How to use Customer Feedback to drive Business Performance Improvements