Recorded Webinar: Increasing the Take-up of Self Service

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Justin Robbins – Community Director at HDI & ICMI

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• Mike Murphy – Genesys

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Topics to be discussed

• Mobile apps
• Web self-service
• ‘How to’ demos on YouTube
• Crowdsourcing
• The role of technology
• Top tips from the audience
• Winning tip – “Get your agents to try out the various self service tools – sometimes you may be surprised at the answers you get!, and enables you to refresh the solution – point to the correct answer/links etc ie keep ss updated through using the tools yourself!, and continuously improve” Thanks to ANDREW49

Original Webinar date: Thursday 21st September 2017