Name: Secrets of WFM
Start: 2019-09-12T08:00:00Z
End: 2019-09-12T08:01:10.000Z
Location: BrightTALK
Rating: 0

Call centre, customer service and customer experience webinar content delivered by a host of experts tackling today’s hot CX issues and trends from call centre metrics to chatbots, AI, WFM, customer engagement, CCaaS and more. Visit: www.genesys.com/uk

For today's FSI companies, providing great experiences for customers is just as important as the services you offer, or the transactions you process. With that in mind, how do you take the next step to digital transformation and plan for 2020 and beyond? 

Join Genesys for this webinar and learn how to:
•Move from transactions to highly engaging experiences
•Execute an AI or machine learning strategy
•Balance risk and outcome when implementing new technology

We'll look beyond individual tactics to a joined-up approach that incorporates your entire organisation and the technologies that impact CX.

Digital Transformation 2.0 for FSI: Plan your CX Strategy for 2020 and Beyond

Businesses are straining to keep pace with the rapidly changing service requirements of today’s customers. And the result is a rapid increase in the number of contact centres undertaking digital transformation projects. But a new decade will usher in even greater change.

So what trends will influence customer service in the coming years, and how can you future-proof your contact centre in preparation?

Join MyCustomer editor Neil Davey, Brainfood Consulting’s Martin Hill-Wilson and Genesys’ Brendan Dykes, as they reveal the customer service landscape of tomorrow, and the technologies that will ensure your contact centres have a bright future.

In this webinar you will learn:

- The service mega-trends that will shape the next five years.
- How these will impact customers’ service expectations.
- What implications this will have for the contact centres of tomorrow.
- How contact centres can prepare for the service world of tomorrow, today.

2020 vision: What are the contact centre trends of tomorrow

From quick wins to longer term fixes, we will suggest how you can meet, and surpass, customer expectations at every touchpoint of the customer journey.

In this webinar, we take you through how you can get the basics of the customer experience right, before adding some finishing touches, for a truly memorable experience.

Topics discussed:

•Quick Wins to Improve Customer Experience
•Building an Emotional Connection with Customers
•Spotting and Fixing Broken Processes
•Improving First Contact Resolution
•Reducing Customer Effort
•The Use of Technology
•Top Tips from the Audience

10 Ways to Improve Customer Experience

Are you using the best contact centre metrics ? Are you measuring the right things, to improve performance.
In this webinar we looked at the latest thinking on contact centre metrics and help you choose the best measurements for your organisation.

Topics to be discussed
•The Best Metrics for your Contact Centre
•The Latest Thinking on Metrics
•Using metrics to drive change and improve advisor performance
•Customer Satisfaction CSAT and DSAT
•NetPromoter Scores NPS
•First Contact resolution FCR
•Customer Effort Scores Customer Effort
•Quality Scores
•Average Handling time
•Adherence and Shrinkage
•Productivity metrics
•The role of Technology
•Top Tips from the Audience

The Latest Thinking on Contact Centre Metrics

Contact centres often struggle to deal with vulnerable customers.

Topics to be discussed:
•Security problems – passwords and account access
•Selling to customers with learning difficulties
•Avoiding patronising customers
•Agent training
•Listening without interrupting
•Encouraging empathy
•Not hiding behind the data protection act
•The role of technology
•Improved security using biometrics
•Use of Different channels
•Identifying vulnerable customer in the CRM system
•Skills based routing for key customer groups
•Top Tips from the Audience

How To Give Excellent Customer Service For Vulnerable People

In this webinar, we discussed the more innovative ideas that really help you to impress your customers over these two channels, considering everything from language selection to technology solutions.

Topics to be discussed:
•Language selection
•Advisor soft-skills
•Tone and personality
•Customer service strategy
•The customer experience
•The role of technology
•Omnichannel customer support
•Top Tips from the Audience

How to Give the Wow Factor on Email and Live Chat

We looked at what you can do to shave 20 seconds off your Average Handling Time.

In this webinar we looked at how you could save time on every call.

Topics to be discussed:
Active listening
Signposting during a call
Controlling runaway talkers
Fast techniques to establish rapport with a caller
The role of technology
Screen Pops – putting details on the screen
Reducing call transfers
Cutting down on time to verify a caller
Top tips from the audience

How to Knock 20 Seconds Off Your Average Handling Time

The customer experience is a relatively new concept; however, many organisations are now fully focused on optimising their customers journeys to create experiences that customers remember and the contact centre is often central to their plans.
In this webinar, we keep you up to date with all the latest strategies for improving customer journeys, highlighting the growing importance of the contact centre in creating the best possible experiences.

Topics discussed:

- The customer experience
- Customer journeys
- Customer management
- The new role of the contact centre
- Maximising the value of the contact centre

The New Rules for Customer Experience 2019

In a contact centre creating and maintaining a positive culture is critical to success. But it is a lot easier said than done.
In this webinar we look at how we can create a positive culture in the Contact Centre.

Topics to be discussed:
•Creating a positive culture
•Getting the basics right
•Removing demotivators
•The role of coaching
•Ensuring that team leaders spend time coaching
•Positive feedback
•Fixing broken processes
•Improving morale
•Avoiding motivation by chocolate
•Creating a fun environment
•Top tips from the audience

How to Create and Maintain a Positive Culture

Our Secrets of WFM Webinar looks at the things they don’t tell you about Forecasting and Scheduling.

We looked at the leading-edge research as well as lessons learned the hard way on how to solve WFM problems.

Topics to be discussed:

•The Latest Thinking on Forecasting
•Using the Erlang A formula to predict Abandon Rates
•The Myth that Live Chat is Cheaper than a Phone Call
•Why very few contacts have an “Average” Average Handling Time
•Interesting correlations on WFM Data
•How loading the Space Shuttle could help your schedules
•Forecasting LiveChat with concurrency
•Many more lesser known ideas
•Top Tips from the Audience

Secrets of WFM

Customer Experience

Forecasting

Scheduling

Contact Center

Contact Centre

Analytics

Genesys

Call centre helper

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Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

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Secrets of WFM

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