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

eo poster='' controls='controls' width='640' height='360' class='webinar-video' > 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

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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

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