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How to Create a Single Source of Truth for Contact Centre Queries & the Self-Serve Customer

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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.

Paul Beilby

Paul Beilby

Equiniti Knowledge & Content Manager

Paul is responsible for overseeing content and processes for 2500 internal staff members and over 500,000 customer points online. Ensuring content and processes are up to date with controlled regular reviews and feedback cycles are some of the tasks Paul manages on a daily basis. Excellent customer service and the ability to self-serve is key to Paul whilst delivering a single source of truth for both customers and staff at Equiniti.

He has worked for Equiniti for 15 years starting as a front-line representative before moving into management of a front-line team after 4 years. Paul led Equiniti’s first off shoring of voice calls from the UK to India in 2017 and received an internal ‘Team Leader of the year’ awards in 2018 for his forward thinking and process enhancements made which benefited Equiniti’s customers. 

In 2018 Paul was introduced to Verint who had launched an external Knowledge Management solution in one of the Equiniti’s stockbrokers brands EQi. Working closely with the Head of Digital at Equiniti and, Verint. Paul launched their internal Knowledge Management solution in 2019 and external Customer Help and Support site on in 2022

Gerry Brown

Gerry Brown

Customer Lifeguard Chief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.

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