CCMA – Automation & Self-Service in your Contact Centre

ccma_logo.2014CCMA 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


ccma_logo.2014Additional 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

To resrve your place at the CCMA Event Click Here

For additional information about the CCMA visit their Website or view their Company Profile

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