How to Create a Single Source of Truth for Contact Centre Queries & the Self-Serve Customer
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Sponsored by:
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Verint
Verint is “The Customer Engagement Company.” We help organisations simplify and modernise the way they engage customers through their contact centre, branch, back office and marketing departments. Our market-leading broad portfolio of cloud and hybrid solutions is designed with the latest artificial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. Verint is your partner to make customer engagement a strategic advantage and a strong competitive differentiator for your organisation.
Join leading financial services provider, Equiniti, as they reveal how they:
- Created a highly-regarded self-service option for 50,000 web visitors per month and a more efficient, streamlined and supported call-centre.
- Learnt along the way the best tips to confidently create clear customer navigation through content overlaps and volume.
- Designed an internal and external single source of truth for colleagues and customers from disparate information pools: including customer voice terms and phrases, existing internal knowledge and feedback from call centre teams/quality assessments on calls.
- Worked with their technology solutions partner, Verint on project scope and achieving their goals.
This is a unique opportunity to hear from Paul Beilby, Customer Information & Knowledge Manager, as they reveal their learnings, including how they supported the bereaved customer journey in particular, directly and positively impacting over 6000 customers.