Each month members are invited to join an online networking forum to discuss, debate and review best practice. The session will be hosted by Liz Barclay and the agenda is created and developed in collaboration with CCA members.
A spotlight on self-service and channel shift
In 2020, it was necessary to encourage customers to self-serve for many reasons, and as much as possible to keep voice channels available for urgent issues and vulnerable customers. Many customers enjoyed the experience of transacting online whilst for others, they will revert to assisted channels.
In this session we will discuss:
How can we orchestrate a successful channel shift?
How will customer behaviours change?
What support is required from other channels to encourage customers to self-serve?
If you would like to get involved or contribute to the agenda please get in touch.