Recorded Webinar: Self-Service- How to Remove Calls from the Contact Centre Related Articles Ideas to Improve Customer Self-Service Recorded Webinar: Simplify Your Self-Service Strategy Recorded Webinar: The Contact Centre of the Future 2020 Recorded Webinar: Self-Service Strategies for your Contact Centre 652 Filed under - Recorded Call Centre and Customer Experience Webinars, Charlie Mitchell, Genesys 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. Agenda Introductions – Charlie Mitchell, Call Centre Helper Paul Weald, Contact Centre Innovator Click here to view the slides Mike Murphy, Genesys Click here to view the slides 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 Topics Discussed 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 Panellists Paul Weald Contact Centre Innovator Mike Murphy Genesys Charlie Mitchell Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Genesys Register Now! Author: Rachael Trickey Published On: 7th Feb 2020 - Last modified: 22nd Apr 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Charlie Mitchell, Genesys Recommended Articles Ideas to Improve Customer Self-Service Recorded Webinar: Simplify Your Self-Service Strategy Recorded Webinar: The Contact Centre of the Future 2020 Recorded Webinar: Self-Service Strategies for your Contact Centre Related Reports 2024 Contact Centre Buyer’s Guide eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons Checklist: Supercharge Customer Experience Teams with AI Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter