Insights from CCW Technical Customer Support Report: A Hidden Loyalty Creator

Across two episodes, CX professionals Tracey Finlay and Jen Brown explore findings from a recent IQPC CCW report, to understand why technical customer support can drive both revenue and loyalty using visual functionality including screen share or camera share. In this episode, the conversation will focus on how contact centres can further loyalty with employees and customers to their company and brand, and how this improved and extended loyalty drives down costs. During the discussion Tracey and Jen will focus on how organisations are using visual engagement to simultaneously increase agent motivation and customer satisfaction to reduce attrition and churn respectively, lowering recruitment costs, reducing handling times, encouraging repeat purchases, and customer acquisition. Key Takeaways from the Report: - Only 50% of brands currently have an FCR (First Call Resolution) above 70% - 63% of brands rate FCR improvement as ‘high’ or ‘very high‘ priority - 63% of brands stated IVR (Interactive Voice Response) technology as their primary tool to increase FCR - 65% of brands have no visual customer support in place whatsoever (either remote or in person) __________________________ Our speakers: Tracey Finlay: has lead customer service teams across multiple industries, while carrying out extensive study of human behaviours. She now works with global organisations and tech vendors to inject the human element into their customer experiences. With a determination to disrupt the face of customer service, Tracey focuses on what customers really need from a business, together with how to engage those that interact with them every day. Jen Brown has 20+ years of experience, starting her career at a contact centre, before moving into the B2B tech industry to market CX solutions from Tealium, Sprinklr and GoTo (formerly LogMeIn). She’s a passionate advocate for customer service and inclusive learning. Jen is a member of CCW Europe's advisory board.