Moderator:
Customer Engagement Leadership Council Member Rini Fredette, Senior Vice President, Contact Center Services & Solutions, PSCU

Abstract:
Self-service is a critical component of any modern contact center. By enabling customers to resolve their own issues, contact centers can reduce costs, improve efficiency, and increase customer satisfaction, but how do you ensure first class self-service for your customers? What impact can increasing self-service have on the contact center talent needs? Self-service isn’t simply a customer opportunity, it can also empower contact center operations.

Key Take-Aways:

• How we accelerated the customer adoption of self-service capabilities driving self-service utilization while considering the live agent experience.
• Lessons we learned about the importance of designing smart IVR systems that allow personalization, advanced analytics, and simulation options can change the way members view IVRs in the future.
• Insight we gained when flipping self-service on its side and considering opportunities from an agent perspective, leveraging AI and automation to build schedule flexibility and self-paced learning leading to a highly engaged and supported contact center team.