Secrets to Customer Support Success - with John Kelly and Jessica Voss
Secrets To Contact Center Success
Release Date: 12/13/2021
How We Transformed Customer Care at Spark with Digital Adoption - with Dan Cooper
Secrets To Contact Center Success
Dan Cooper is the Head of Digital at Spark NZ. He’s been working in the contact centre industry since the late 90s. Over the past few years, Dan’s lead the transformation of Spark’s customer care with digital adoption.
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Secrets to Customer Support Success - with John Kelly and Jessica Voss
Secrets To Contact Center Success
John is Chief Revenue Officer at SupportLogic, and Jessica runs Enterprise Sales. With over 50 years’ experience between them in the tech side of contact centres, they know exactly what's needed to reduce escalations and operational expenses, and lift CSAT.
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Discover a Supportive Performance Management Approach, Which Helps Your People Reach Their Potential - with Justin Baty
Secrets To Contact Center Success
Justin Baty is the Auckland Cars Regional Manager at Turners Auto Retail. With 9 years’ experience in the business, he’s seen firsthand how the company’s supportive performance management process is highly effective at getting people back on-track and reaching their full potential.
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How the Next Generation of Conversational AI Can Revolutionise your Contact Centre - with David Stone
Secrets To Contact Center Success
David Stone is a Senior Vice President at the conversational AI startup, Curious AI.
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A Smarter Way to Improve Your Organisation’s Customer Service and Experience - with Alex Mead
Secrets To Contact Center Success
With 20 years experience as Chief Customer Service Experience Director at organisations across multiple industries, Alex has discovered many companies have critical parts missing from their customer experience equation, leading to poor outcomes for customers.
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How to Increase Customer Loyalty by Reducing Customer Effort - with Gabriel Mendez
Secrets To Contact Center Success
Gabriel Mendez is an auditor and senior consultant in customer experience processes and technology applications. Based in Mexico City, Gabriel has decades of experience in contact centre data and voice technology, and has been a judge for industry awards in Mexico and Colombia.
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Tips on How to Modernise Your Reporting, To Empower Managers to Make Better Decisions - with Immanuel Joseph
Secrets To Contact Center Success
Immanuel Joseph is the Reporting Manager at Allianz Australia. With a master’s degree in IT, Immanuel has worked in the Allianz contact centre for the past 4 years to modernise their reporting.
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How We Maintain a Positive Work Culture Through Values, and Changes We Made as a Result of Lockdown - with Stephanie Riordan-Edmonds
Secrets To Contact Center Success
Stephanie Riordan-Edmonds is the Head of Customer Service at Southern Cross Health Society. She’s been in the contact centre industry since the mid 90’s, and loves making a difference to customers and her people.
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How to Create Amazing Team Leaders - with Marc Carriere
Secrets To Contact Center Success
Marc Carriere is the creator of the 7 Pillars for Creating Amazing Team Leaders course. With 35 years’ international experience in the contact centre industry, he's managed contact centes, owned one, won industry awards, and consulted with businesses, coaching and mentoring their Centre Managers and Team Leaders.
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Two Critical Steps to Successful Strategy Implementation - with Michael Clark
Secrets To Contact Center Success
Michael Clark is the Principal Consultant at CXTT Consulting. He has more than 20 years experience in the contact centre industry across both the private and government sectors. He helps organisations with their transformations in the CX and technology space.
info_outlineJohn Kelly is the Chief Revenue Officer at SupportLogic, while Jessica Voss is responsible for Enterprise Sales.
They have over 50 years’ experience between them in the tech side of contact centres and support services, and keep abreast of the latest trends. They know exactly what technology is needed to reduce escalations, customer churn, operational expenses, and lift customer satisfaction.
Today, they share their secrets to customer support success.
You'll Learn:
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How to predict escalations and prevent them ahead of time (02:43).
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The goldmine of information you have sitting in your contact centres, which is probably going untapped (04:33).
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How to optimally prioritise the order in which tickets and cases are handled (08:21).
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A nightmare example of what can happen when you leave it up to agents to escalate support cases (08:57).
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How escalation prediction can reduce escalations and customer churn, while improving CSAT, NPS and employee retention (13:00).
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How to get a far more accurate gauge of customer satisfaction, when your CSAT survey response rate is probably 15% or less (16:40).
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Why customer satisfaction is dead (19:34).
Get your free ‘support whisperer’ shirt from Jessica, by emailing her at [email protected]