Enterprise Connect is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Enterprise Connect - Schedule Viewer

The Enterprise Connect expert-led conference program will discuss the latest systems, software, services and applications for enterprise communications and collaboration. The conference is designed with one objective in mind: To help you optimize your investments in communications and collaboration systems, software and services. Click on session titles for full session descriptions. All times noted are in EDT.

Key Steps to Building a Stellar Self-Service Experience

Robin Gareiss  (CEO & Principal Analyst, Metrigy)

Date: Tuesday, March 22

Time: 3:00pm - 3:45pm

Pass type: Entire Event Orlando, Tuesday-Thursday Orlando - Get your pass now!

Track: Contact Center & Customer Experience

Session Type: Conference Breakout Session

Vault Recording: TBD

Nearly everyone has used self-service when trying to get answers from a company. But the experience is often less than stellar. The technologies behind a successful self-service experience are changing and improving rapidly. So if you haven’t updated your self-service infrastructure in the past year, you’re missing out on some measurable improvements.

During this session, we will examine how companies are building great self-service platforms and what success they’re seeing as a result.

Takeaways:

  • What are the 5 things you need to change with your self-service knowledge base ASAP?
  • How do AI and machine learning play a crucial role in continuous improvements?
  • When does self-service need to shift to live agents, and what technology helps to make that happen.
  • How do you build the business case for self-service in your organization?
  • What do customers want (and not want) when it comes to self-service?

Background Reading: Put Self-Service at the Top of Your CX Priority List