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Just-in-Time Knowledge: How Self-Service Can Empower Customers and Contact Centers

Just-in-Time Knowledge: How Self-Service Can Empower Customers and Contact Centers

Air Date: July 15, 2021
Time: 2 pm ET

Mack Greene , John Goodman


Watch the webinar video below.

In a recent ICMI study, contact center leaders forecasted that self-service will have the greatest effect on the customer experience in the next 2-3 years. Consistent with this forecast and broader industry trends, contact centers are pursuing strategies to enhance their self-service offerings, focus on digital customer engagement, and deploy AI/automation to streamline processes and enable personalized interactions.

But self-service isn’t something you can set up and forget about.

In this webinar, discover how contact centers can harness knowledge and leverage modern solutions to empower both their customers and their agents. You will learn:

  • What self-service is (and isn’t)
  • How to plan for and implement self-service in the contact center
  • How educating and empowering customers can lead to more cost-effective, satisfying experiences
  • How self-service can dramatically improve contact center performance
  • How you can leverage next-generation solutions to optimize your self-service offering

Mack Greene - Vice President of Custom Engineering, IntelePeer
Mack Greene
Vice President of Custom Engineering, IntelePeer

Vice President of Custom Engineering IntelePeer

John Goodman
John Goodman
Vice Chairman, Customer Care Measurement & Consulting,

John Goodman received a B.S. in chemical engineering from Carnegie Mellon University and an M.B.A. from Harvard Business School. His book, Strategic Customer Service, was published by the American Management Association in April 2009. Mr. Goodman cofounded TARP in 1971. He has managed more than 600 separate customer service studies, including TARP's White House sponsored evaluation of complaint handling practices in government and business; studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA; Business Week credits him with instigating creation of the GE Answer Center and the use of toll free telephone and web self service systems by hundreds of major corporations. In addition, he has developed frameworks for building and assessing Voice of the Customer processes in B2B and B2C environments. He has taught service quality and service reengineering courses at Wharton Business School's executive education program. He has appeared on “Good Morning America”, the ABC Evening News, and as a panelist on PBS.

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Topics: AI, Customer Experience, Self-Service