Recorded Webinar: Service Design – How to Improve Experiences


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.


  • 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 Slides on How to improve experience at a reduced cost

Click here to view the slides


Topics 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


Amy Scott  - Headshot
Amy Scott
Sedulous Consulting
Tamsin Dollin - Headshot
Tamsin Dollin
NICE inContact
Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Rachael Trickey

Published On: 3rd Apr 2019 - Last modified: 25th Apr 2024
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