Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

Most self service applications, IVR, ASR and web are created with business cases that focus on realizing internal benefits such as reducing costs, or freeing up call center staff. But as more organizations strive to increase self-service usage further, the reality is gradually dawning: If customers don’t love to use your applications they simply won’t use them at all!

Behind every successful self-service application is a clearly articulated Self-Service Strategy. It drives applications, usage, success rates, and customer satisfaction. In this seminar, we’ll discuss how you can build a self-service strategy and the roles different channels play in customer contact.

Plus, you’ll learn the keys to designing easy to use, customer focused, self-service applications. We’ll show you how to consider (and involve) the customer at critical stages in the design process.

We’ll discuss various aspects of usability related to both web and telephone self-service:

Ease of access and navigation
Relevance and integrity of content /functionality
Scripting and use of language
Personalization/dynamic content
Maintenance/accuracy
Help and support for users

And we’ll offer tips for continuing to monitor your applications to identify improvement opportunities after implementation.

Seminar Outline

The Customer Experience in a Multi-channel World

How contact centers support self service
Personalization
New self-service channels
Using customer information

Developing a Self Service Strategy

Building and aligning your strategy
Defining your applications
Key elements
Channel suitability

Guidelines and Best Practices for Usable Design

Ease of access and navigation
Relevance and integrity of content / functionality
Appropriate security
Scripting and use of language
Personalization / dynamic content
Availability and accuracy
Help and support for users

Measuring and Improving Your Self Service Applications

What to measure
How to measure
Tools to help with measurement
Take action - continuous improvement

Summary and Next Steps

Value added materials

Printable Slide Presentation
Self-Service Usability Best Practices
Self Service Channel Review Worksheet
“Is Self Service Driving Your Customers Away?” White Paper

Who should attend?

Customer service personnel who are responsible for self-service design and/or management. Call center staff who help customers navigate self-service applications. Call center managers who want a better understanding of self-service usability practices.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Date:	Price:
Live Seminar Recording	$299.00