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Reduce the Overall Cost to Serve Customers Whilst Improving Customer Experience

October 20, 2022 @ 11:00 am - 12:00 pm

Reduce the Overall Cost to Serve Customers Whilst Improving Customer Experience

Tata Communications 

Thursday 20th October 2022

11:00 - 12:00 CET

Reduce the Overall Cost to Serve Customers Whilst Improving Customer Experience

Does delivering a remarkable customer experience mean customer service costs need to remain high or can you achieve both cost reduction and an excellent customer experience?

 Join our roundtable to discuss how you can achieve the following benefits:

50% Cost reduction
25% Revenue Increase
60% Wait time reduction
40% Call Containment

At the roundtable we’ll discuss:

  • How do you measure quality customer experience? Which KPIs are most important?
  • What would you change in your existing customer journey to reach excellence?
  • How can personalising communication create value?
  • What percentage of customer interaction is supported by customer facing agents?
  • What % of inbound customer journeys are transactional and potentially add cost to your business?
  • What % of inbound customers making contact with your contact centre are VIP, high value, most profitable?
  • What is preventing Right First Time (RFT) Customer Service - solving the issue in first contact as a KPI?
  • Has your organization ever suffered with fraud related problems in its communications channels?

Speaker

Noel Lavery

Head of Sales, Cloud Communications, Europe

Tata Communications

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Larry Venter

Larry Venter is VP Global Customer Success & Solution Engineering at Shape Security. Larry has run sales engineering and customer success teams for companies like PayPal, Microsoft 

Larry Venter

Larry Venter is VP Global Customer Success & Solution Engineering at Shape Security. Larry has run sales engineering and customer success teams for companies like PayPal, Microsoft 

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If you are interested in attending the event, please click to register. Once completed a member of our delegate acquisition team will attempt to contact you within 24-48 hours regarding your registration to confirm your eligibility.

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    Details

    Date:
    October 20, 2022
    Time:
    11:00 am - 12:00 pm
    Event Category: