How to Decrease Call Volume, Help Customers with Self-Service, and Improve Customer Experience - with Bridgette Dalzell
Bridgette Dalzell is the General Manager of Customer Connection Hubs at Bank of New Zealand. She's spent the last 25 years involved in customer experience, customer service, and customer sales. And she's led teams across New Zealand, Australia, India and the Philippines.
Top 3 Tips:
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Have a really good data set of understanding why your customers are calling.
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Have a team of people dedicated to doing call listening.
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And then come up with a strategy around what is your low hanging fruit and how you'll measure it.
You'll Learn:
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How Bridgette has dealt with unprecedented high call volume. And how she’s taken 14,000 calls out of her service contact centre in the last few months - while improving customer experience (including for high volume callers) - by pushing customers to self-serve and digital (01:43 and 04:31).
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How to address any concerns around the cost of having a transformation team, so you can make a rock-solid business case for having one (08:09).
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The way to guarantee your customers' experience is kept top-of-mind in every meeting (10:40).
Full show notes: https://bravatrak.com/bridgette-dalzell-podcast
Connect with Bridgette on LinkedIn here: https://www.linkedin.com/in/bridgette-dalzell-b582b86/
Get your free copy of Game On here: https://bravatrak.com/game-on-book