But all too often it is too complex, leading to customer frustration and more calls into the contact centre.
In this webinar we look at practical ways to simplify your self-service strategy and improve customer service.
Agenda
- Introductions – Rachael Trickey, Call Centre Helper
- Paul Weald, Contact Centre Innovator

- Dave McMahon, NewDay

- Jay Gupta, Talkdesk

Topics Discussed
- The right and wrong areas to automate
- Avoiding the most common self-service mistakes
- Practical ideas to simplify your self-service strategy
- Early warning signals when things go wrong
- Mapping the customer journey
- Escalation paths to a live operator
- Should you use or remove a chat bot?
- Top tips from the audience
- Winning tip – "Don't expect your call volumes to drop with self-serve rather expect your call conversation topics with customers/residents to be different." thanks to Tim26
Panellists

Paul Weald
MCX

Dave McMahon
NewDay

Jay Gupta
Talkdesk

Rachael Trickey
Call Centre Helper
