Webinar Replay: Self-Service- How to Remove Calls from the Contact Centre

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Do you want to ease the pressure on your contact centre, while lowering customer effort? Of course you do – it’s a no-brainer!

Well then, it just might be time to improve your self-service options. But, that’s easier said than done.

Fortunately, this webinar was designed to give you all the advice you need to do just that, as we helped you to lower call volumes, without sacrificing the customer experience.


  • Introductions - Charlie Mitchell, Call Centre Helper
  • Paul Weald, Contact Centre Innovator
Click here to view the slides
  • Mike Murphy, Genesys
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Webinar Timeline

0:19: Introductions – Charlie Mitchell, Call Centre Helper
4:41: Poll with results from the audience. Asking "How Integrated Is Self-Service Within Your Contact Centre?"
6:21: Paul Weald, Contact Centre Innovator Presentation
22:30: Take-aways from Paul's presentation
23:11: Quiz
28:39: Top Tips, Opinions and Questions from the audience
34:55: Poll with results from the audience. Asking "How Well Utilised are Your Self-Service Systems?"
36:32: Mike Murphy, Genesys Presentation
54:43: Take-aways from Mike's presentation
55:59: Top Tips, Opinions and Questions from the audience
1:01:16: Winning Tip

Paul Weald - headshot
Paul Weald
Contact Centre Innovator
Mike Murphy - headshot
Mike Murphy
Charlie Mitchell - headshot
Charlie Mitchell
Call Centre Helper
What You Will Learn
  • Self-service: what are your options?
  • How to track the success of your self-service systems over time
  • Which contact escalation options should be included?
  • Self-service implementation mistakes that you must avoid
  • The technology considerations that are key to self-service success
  • Top tips from the audience
  • Winning tip – "I believe you have to be incredible careful how you use your BOT automation, nothing more frustrating when you want to speak to an adviser.We use a simple chat BOT to speed up IDnV also taking all account payments we have automated our payment IVR." thanks to Chris85
Original Webinar date: 13th February 2020

Speaker Biographies

Paul Weald | Contact Centre Innovator

After 25 years working in contact centres, my experience covers all aspects of people, process, technology, operations and Customer Experience. I have seen and solved many business performance issues before.

Innovation and excellence are the two things clients now want from consultants – to help them design and deliver improvements to their contact centres that gives a level of performance they could not otherwise achieve.

Some of the things that clients say about me.....
“A great consultant.”
“‘First class’ leader in providing call centre consultancy.”
“Paul’s enthusiasm and visionary approach is always motivational.”

Connect with Paul on Social Media: Linkedin

Mike Murphy | Genesys

Experienced, trusted sales professional with a deliberate focus on customer experience. Passionate about delivering on the improvement promise for my customer. For me, success breeds success that paved my way to a 30+ year sales career across just three employers.

I'd be delighted to engage, if like me you want to bring success to life within your customer experience operations.

Connect with Mike on Social Media: Linkedin | Twitter