Christian Hörnebrant - "Essential Insights on the Contact Center Nudging Strategy"
Christian Hörnebrant, Customer Experience Manager at Telia, shares his innovative approaches for modernizing contact centers. He details his “contact center nudging strategy,” which leverages incremental changes to improve customer experience and service conversions. He also emphasizes integrating technology with empathy for personal, consistent interactions and highlights the role of active listening and leadership in empowering teams to transform contact centers into value centers.
WOW-24-7
Contact Centers
What’s Inside [2:29] Introduction to Christian Hörnebrant [26:21] Full Podcast Episode [3:35] Guiding Customer Experience Through Nudging Strategy [2:37] Harnessing Nudging Strategies to Enhance Customer Conversions [1:58] Crafting Compelling Stories for Meaningful Customer Connections [1:31] Applying Nudging Strategy on ABM and Sales Marketing Model [3:51] Five Core Elements of the Contact Center Leadership Strategy [3:50] Importance of Curiosity, Safety, and Prioritization in Nudging Strategy [3:36] Rethinking Contact Center Metrics: Prioritizing Resolution Over Handling Time [0:54] Short – Five Core Elements of the Contact Center Leadership Strategy [0:45] Short - Rethinking Contact Center Metrics: Prioritizing Resolution Over Handling Time
Full Episode
Full Episode: Topics Covered Introducing Nudging Strategies in Contact Centers Active Listening: The Foundation of Understanding Shifting the Focus from Average Handle Time to Customer Value Enhancing Customer Journey through Strategic Empathy
(3:35 Video) Guiding Customer Experience Through Nudging Strategy
(2:37 Video) Harnessing Nudging Strategies to Enhance Customer Conversions
(1:58 Video) Crafting Compelling Stories for Meaningful Customer Connections
(1:32 Video) Applying Nudging Strategy on ABM and Sales Marketing Model
(3:51 Video) Five Core Elements of the Contact Center Leadership Strategy
(3:50 Video) Importance of Curiosity, Safety, and Prioritization in Nudging Strategy
(3:36 Video) Rethinking Contact Center Metrics: Prioritizing Resolution Over Handling Time
YOUTUBE SHORT: Five Core Elements of the Contact Center Leadership Strategy
YOUTUBE SHORT: Rethinking Contact Center Metrics: Prioritizing Resolution Over Handling Time
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