Webinars
The Top 50 organises many regular events both online and in ‘real-life’ to network, discuss the issues of the day and share ideas. Sign up to the newsletter to be informed of the topics and dates of these valuable sessions.
Please see below for the list of webinars the Top 50 have held:
Leveraging social CRM as a viable customer service channel webinar
Measuring and leveraging customer insight to delight and gain competitive advantage webinar
Leveraging social CRM as a viable customer service channel
Thursday 16 February 2012
1:00 PM - 2:00 PM GMT
Please click here to download the presentation.
Twitter, Facebook, LinkedIn, YouTube… increasing numbers of people are using these and other online community platforms to post about your company, your products and your services as part of their daily lives.
Why should you care? Having a social media presence goes beyond marketing, sales, and PR purposes. It is about connecting and engaging with your customer – reactively or proactively – wherever they might be. If your business has not yet leveraged the power of social media for customer relationship management, Social CRM as it is known, now is the time to do so.
This webinar highlights the most recent research on best practices in using social media to drive service. What does the average corporate social media team look like? Who is involved and who owns and drives the initiative? And, importantly, how can the customer services department get involved?
Technology specialists Siemens Enterprise Communications continue the discussion by sharing results from their recent social media research and white paper.
Speakers include:
Andy Penn, Business Development Manager, Siemens Enterprise Communications
Ashley Williamson, Head of Partnerships, Top 50 Call Centres for Customer Service
Mireille Patoine, Project Development & Research Manager, Top 50 Call Centres for Customer Service
Demystifying the mystery shopping process and insight into the questionnaires, briefing notes and scoring webinar
Thursday 14 April 2011
11:00 AM - 12:30 PM GMT
Please click here to download the presentation.
For those Top 50 members who are new to the programme as well as those that have been involved previously, this webinar provides you with additional information on the process behind the mystery shopping prior to this phase of the Top 50 programme.
Based on the recently conducted nationwide customer focus groups on what great service looks and feels like, we have made some changes to the call and e-mail mystery shopping questionnaires, the scoring on certain questions and mystery shoppers briefing notes. This webinar takes you through what these changes are and how the scoring mechanism works, to ensure you have all the relevant information you need prior to the mystery shopping starting.
This webinar takes you behind the process and will cover the following areas:
- Background behind mystery shopping and what is it used for.
- How GfK Recruit Mystery Shoppers – The quality standards individuals need to become shoppers, the training they receive prior to getting on the phones/computers, the size of GfK ‘s Mystery Shopping database, the age, sex and socio-economic split of shoppers and how GfK will recruit specific shoppers if needed to meet the profile of your customers.
- Scenario Creation – How we will use the scenario templates you provided and how we will conduct the levelling exercise to ensure that all scenarios used have the same degree of simplicity or complexity to enable us to create a fair & equal benchmark.
- Questionnaires & Briefing Notes – Taking you through how the scoring works and revisions to the scored questionnaires (calls & e-mails) and briefing notes (i.e. what the shoppers will be looking for on each question and how you can gain or lose points).
- Quality Assurance – The standards we implement which include pilot testing of scenarios, the constant watch kept over the mystery shop to spot any problems. The rigorous month long QA process undertaken at the end of the Mystery Shopping in August to ensure that all calls meet our high quality standards.
- Q&A – your opportunity to ask any additional questions that were not covered in this webinar.
Speakers include:
Carole Arvanitis, Divisional Director, GfK Mystery Shopping
Amy Scott, Programme Director, Top 50 Call Centres for Customer Service
Measuring and leveraging customer insight to delight and gain competitive advantage webinar
Friday 18 March 2011
11:00 AM - 12:30 PM GMT
Please click here to view the webinar ondemand.
Based on over 3 years of insight from 1000’s of calls and emails conducted for the Top 50 Call Centres For Customer Service Programme, we have a wealth of analysis and research to share.
Over the year we present exclusive findings from a series of independently conducted nationwide customer focus groups to raise your awareness of customer perceptions of contact centre interactions and outcomes. These form the principles of service excellence that the Top 50 mystery shopping metrics are based on:
It has never been more important to understand exactly what drives delight and satisfaction when interacting with your customers.
Which contacts with your organisation impact brand perception and how?
Which demographics are apathetic about offshore centres, and how might this impact contact strategy?
Most pertinently, how can we use this insight to implement improvement?
- Hear results and analysis from UBM’s nationwide customer insight focus groups from January 2011.
- Join this complimentary customer insight webinar and:
- Hear the latest customer research on expectations and perception of contact centres across all channels: Telephone, Email, Web Chat and SMS.
- Understand what the hygiene factors, delight factors and “Nice to haves” are and how you can use them to optimise contacts to your centre
- Appreciate the impact of an individual contact on your customers’ emotional reaction to your brand
- Hear exactly how to leverage this insight, measure and benchmark against other customer service operations and implement improvement programmes
Speakers include:
Claudia Hathway, Editor, Call Centre Focus
Tina Quelch, Head of Operational Excellence, Nationwide Direct
Ashley Williamson, Head of Partnerships, Top 50 Call Centres for Customer Service
