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

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• Tamsin Dollin, NICE inContact

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Links

• 2018 NICE inContact Customer Experience (CX) Transformation Benchmark Global Study https://www.niceincontact.com/call-center-resource-finder/2018-nice-incontact-cx-transformation-benchmark-infographic
• Infographic https://www.niceincontact.com/call-center-resource-finder/thriving-in-the-experience-economy-inforgraphic
• Infographic: Choosing the Right Cloud Delivery Model for your Contact Center (Aberdeen) – https://www.niceincontact.com/call-center-resource-finder/infographic-choosing-the-right-cloud-delivery-model-for-your-contact-center
• Video – Analyst Research: Total Economic Impact of NICE inContact CXone (Forrester): https://www.niceincontact.com/call-center-resource-finder/the-total-economic-impact-of-nice-incontact-cxone-video

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

Panellists