Moderator:
Arretta Stivers, Director of Client Success, Realtor.com

Abstract:
Join your fellow members in a brainstorming session on augmenting customer satisfaction levels while concurrently curbing operational expenses. As a group, we will share our experiences with the strategic implementation of self-service avenues and technological solutions.

Key Brainstorm Challenges:

• Empowerment through Technology: Implementing self-service options such as IVR systems, knowledge bases, and chatbots gives customers the ability to resolve their issues independently, enhancing their sense of empowerment and control over their interactions with the company.
• Efficiency and Cost Reduction: Self-service solutions streamline the customer service process, reducing the need for human intervention and lowering operational costs. This efficiency allows call centers to handle a larger volume of inquiries without significantly increasing staffing levels.
• Improved Customer Experience: By offering self-service options, call centers can provide customers with quick and convenient solutions to their problems, leading to higher levels of satisfaction and loyalty.
• Agent Focus on Complex Issues: With routine inquiries being handled through self-service channels, call center agents can dedicate more time and attention to resolving complex issues and providing personalized support to customers who require human assistance.
• Reduced Call Wait Times: Self-service options help reduce call wait times by enabling customers to find answers to their questions or resolve issues without having to wait in a queue to speak with a live agent.
• Continuous Improvement: Call centers should regularly monitor and analyze self-service channels to identify areas for improvement, such as updating knowledge bases or refining chatbot responses, ensuring that these tools remain effective and user-friendly.