Traditionally, self-service has been synonymous with call deflection strategies using complex IVRs that frustrate callers. With multiple customer channels now powering an omni-channel marketplace, self-service has evolved and customers now want low effort Customer Journeys with win-win interactions across channels. Lawrence Hodgson, Senior Principal Consultant with Genesys presented, how industry leaders are engaging their customers in web, mobile, chat, SMS and IVR channels, as well as how these leaders create actionable strategic plans to move forward driven by business metrics.
Jeff Barbieri, Senior Consultant with Eventus Solutions Group, presented a self-service analysis case study.
Lastly, this event marked the final meeting for Lin Morgan, our Steering Committee member and frequent host and speaker. We wish her a very happy retirement from SETA and NCCCA and thank her for her years of service to our industry.