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.

Agenda

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, NICE inContact

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