Transforming your Customer Service Experience
Discover key strategies for transforming CRM in our webinar. Learn what it takes to succeed in customer relationship management today!
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TalkTalk is one of the UK’s leading quad-play providers. They have been transforming their customer service experiences for some time and are moving themselves up the league tables for customer satisfaction, published by OFCOM, the UK telecoms regulator.
A transformation of this kind takes more than agent training or a new IT system. Many of the elements of such a transformation are interdependent so the timing of their introduction and the changes in structure and working practices are vital to realize success.
Join us to listen to Toby Butler from TalkTalk and Anton Mueller-Roberts from Pega as they explain the transformational journey under way at TalkTalk and how they have approached topics such as prototyping, service consistency across markets, channels and products and how they use feedback from customers and service agents to adjust their programs for improvement.
Presenters:
Toby Butler
Head of CRM
TalkTalk
Anton Mueller-Roberts
Senior Business Consultant
Pegasystems
Russell Palmer
Industry Solutions Director
Pegasystems
We respect your privacy, by clicking ‘Watch On Demand’ you agree to receive our e-newsletter, including information on Podcasts, Webinars, event discounts and online learning opportunities. For further information on how we process and monitor your personal data click here. You can unsubscribe at anytime.
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