No-code call center automations
Your initiatives are less likely to succeed if you cannot change things in the call center quickly and cheaply. CX and Service managers need to know that they can create any call handling process to support customer experiences. Any barrier to design, creation and optimization of the underlying processes simply gets in the way of your plans.
Contact center process expert Pierce Buckley will demonstrate how you can control all processes without starting any big IT or software projects: This is what No-Code Automation is all about. Taking the processes which drive the engine of customer contact teams, Pierce will show how to construct end-to-end caller journeys, integrating various systems and employing best practices:
–> Self-service options: automatic shift to web help
–> Triggered SMS support
–> IVR design
–> Eliminate waiting on hold: channel-shift and alternative services
Once these core automated elements have been incorporated, the key to optimizing the customer experience is having access to deep configuration, and the insights to guide these changes. To achieve this, other systems must be integrated:
–> CRM for ticketing and reporting
–> KPI dashboards for monitoring
–> BI solutions
In this Customer experience webinar, Pierce will show how the whole lifecycle of caller journey optimization depends on an architecture that supports integrations and control of components at different depths in the contact center solution stack.
It will be useful for anyone who manages and optimizes customer experiences that involve the call center in an omnichannel service environment.
After you have registered, we’ll send you an invite to an online meeting. And prior to the time of the actual meeting, we’ll send you the access details.