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.