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10 Ways Contact Centers Annoy Their Customers (and How to Stop)


Air Date: November 6, 2018
Time: 2:00 PM Eastern Time
Presenters:

Leslie O'Flahavan , Jenny Dempsey , Patrick Russell

Moderators: Erica Marois
Sponsor:
talkdesk logo

Watch the webinar video below.


Tips for breaking bad habits that annoy your customers.

Have you ever had an annoying customer experience? Are you annoying your customers? During a recent #ICMIchat, we asked participants to share their biggest customer service pet peeves. Some of the answers might surprise you. Join us for this fast-paced, fun, and practical webinar. We’ll reveal a list of the top ten ways call centers exasperate their customers, and also offer up tips for breaking the bad habits.

 

In this webinar, you will learn:

  • The top ten ways call centers frustrate customers
  • How to avoid committing common customer service failures
  • How to deliver a more seamless and satisfying agent and customer experience

 

Join us for an interactive and informative hour, complete with live audience Q&A.

 

Reserve your spot!


Presenters
Leslie O'Flahavan
Cofounder, E-WRITE

E-WRITE’s Leslie O'Flahavan has helped thousands of people learn to write well for online customers. She delivers customized writing courses for frontline agents, social media managers, and contact center managers. She is a problem-solver for all the writing challenges faced by contact centers: email, chat, text, and social media. She helps contact centers train agents to write well, measure the quality of their writing, and rewrite their template libraries. In 2018, she completed an overhaul of customer service writing for a global airline’s domestic and international contact centers. Since 2015, Leslie’s been on ICMI’s Top 50 Thought Leaders on Twitter list. She's a LinkedIn Learning (Lynda.com) trainer for the courses “How to Write Customer Service Email,” “Serving Customers Through Chat and Text,” and “Serving Customers Using Social Media.” Leslie is also the author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents. Connect with Leslie at Leslie@ewriteonline.com or follow her on Twitter @LeslieO.

Jenny Dempsey Wellness
Jenny Dempsey
Social Media and Customer Experience Manager, NumberBarn

Jenny Dempsey is the Social Media and Customer Experience Manager for NumberBarn.com. With over a decade of customer service experience under her belt, she's the co-founder of CustomerServiceLife.com. As a certified health coach and the founder of Jenny Dempsey Wellness, she also provides corporate wellness in the workplace workshops for teams. She is the mother to a toothless rescue cat named Chompers and lives in sunny Carlsbad, California.

Patrick Russell
Patrick Russell
Director, Product Marketing, 8x8

With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn’t. Patrick has spent the last four years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences. 



Moderators
Erica Strother headshot
Erica Marois
Content Marketing Specialist, 8x8
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

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