CCMA Sponsor Breakfast Briefing - Workair - CX First Contact: Discover how PrePayPower innovate to deliver exceptional customer satisfaction
Date: 17/10/2024
Venue: Fitzwilliam Hotel, St. Stephen's Green, Dublin.
In the competitive world of customer experience (CX), the first contact with a customer can set the tone for the entire relationship. Join this breakfast briefing to learn how PrePayPower are increasing CSAT and NPS scores by designing encounters that deliver sustainable value and customer satisfaction.
Key Insights that will be shared and discussed include:
- Transactional NPS has increased to being consistently above +55 every month.
- 8x8 functionality that has enabled the achievement of these results include:
- 8x8 Quality management platform: resulted in a 50% reduction in time it takes to access calls and conversations
- Agent quality scores increased by 17%
- First Call resolution: increased by 10% to 95%
- Enhanced Intelligent Call Auto routing: Reduction of 42% in customer transfers
- Implementation of a truly effective and efficient Omnichannel strategy; while also easily complimenting these channels with CPaaS (SMS and Whatsapp) and Video support tools
- Enabler for rapid digital transformation through its easy integration to platforms like zapier ,power automate and the 8x8 CPaaS platform, allowing us to easily introduce a range of self-service options.
- On target to migrate 26% of agent handled contacts to self serve routes
What You Will Learn:
- Designing for Value: Discover techniques for designing customer encounters that provide immediate and sustainable value. Explore how to create interactions that are both meaningful and memorable, setting the stage for a strong ongoing relationship.
- Personalization and Customization: Learn how to leverage data and customer insights to personalize first contact experiences. See how customization can enhance relevance and engagement, making customers feel valued from the very beginning.
- Communication Strategies: Gain insights into effective communication techniques for first contact. Understand the importance of tone, clarity, and empathy in creating a positive initial impression and setting the right expectations.
- Measuring Success: Explore methods for measuring the success of first contact encounters. Learn about key metrics and feedback mechanisms that can help you assess performance and identify areas for improvement.
Our Speakers:
- Andrew Lilley, Senior Director Sales Engineering EMEA, 8x8.
- Darren Murray - Head of Customer Experience for Yuno and PrepayPower.
The event will commence with a light breakfast at 8.30 a.m., presentations will commence at 9.00 a.m. and finish with a Q & A at 10.30 closing the event at 11.00 a.m.
Please note competitors to Workair and 8x8 are kindly requested not to register to attend this event.
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