Online Conference Replay: Service Design - How to Improve Experiences at a Reduced Cost

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he contact centre contains within it all the information required to greatly improve the customer experience. However, with low budgets being a common problem, many contact centres struggle to use this information and redesign their services to improve the customer experience.

In this webinar, we presented cost-effective strategies of how to improve the service that you offer to customers at key moments in their experience and add great value to your operation.

Agenda

  • Introductions - Jonty Pearce, Call Centre Helper
  • Amy Scott, Sedulous Consulting
Amy Scott slides on How service design can improve experiences and reduce costs Click here to view the slides
  • Tamsin Dollin, NICE inContact
Tamsin Dollin Slides on How to improve experience at a reduced cost Click here to view the slides

Links

Panellists
Amy Scott  - headshot
Amy Scott
Sedulous Consulting
Tamsin Dollin - headshot
Tamsin Dollin
NICE inContact
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
Topics to be discussed
  • Service design
  • Improving customer journeys
  • Reducing costs
  • The role of the contact centre
  • Creating actionable insights from customer data
  • Top tips from the audience
  • Winning tip – "We want our customers to be able to contact us in the best way for them so we have all channels including a messaging system though our self service online portal. If the customer is using self-service we don't want to push them to use a different channel such as the phone if they have a question or issue." Thanks to Helen35
Original Webinar date: April 2019