CCMA Training Course – Making Automation and Self-Service Work for your Contact Centre
Automation is getting smarter in contact centres. Current generation infrastructure is now rich with drag and drop design capabilities. Self-service solutions are much more intuitive to engage with and increasingly satisfy customer expectations.
This means that Contact Centres are finally at the point of being able to design low effort, highly responsive service experiences. This does however require concentrated thought and the right stimulation to successfully create and implement your own blueprint effectively.
That why we have commissioned a new masterclass from Martin Hill-Wilson to do just that.
During this highly interactive workshop we will:
Explore the trends and latest examples of good self-service
Design the principles for successful customer uptake in your organisation
Look at opportunities for blending self-service with live interaction
Review your own organisations opportunities for deploying self-service
Use the principles of customer/advisor effort to identify automation opportunities
Apply service design techniques to develop and fine tune automated services
Explore planning aids for keeping the balance between the convenience of self service and the expectation for human engagement
This course is suitable for Directors or Heads of Department, Contact Centre Leaders, Customer Experience Managers responsible for designing and implementing self service
Additional Information
The cost of the training Course is £495 + VAT for CCMA members, £445 + VAT for non members
Locations and dates: London: 21st January 2016
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