Promoting Self Service Channels

Give staff the confidence to promote self-service to your customers

What client questions will it answer?

  • How can I get my staff to help increase the use of self-service?

  • How can I improve my staff’s understanding of the benefits of self-service?

Who will benefit from it?

  • Front line staff

What is the format?​

  • Half-day workshop

This half-day program is aimed at equipping front line staff, particularly contact center agents, with the knowledge and skills to effectively promote self-service channels.

Topics include:

  • investigating the customer’s ability to access self-service tools

  • discovering the customer’s propensity to utilize self-service

  • educating the customer on how to use self-service online or over the phone

  • promoting the benefits of self-service, including 24/7 access, no wait times and the simplicity and convenience of the customer being able to manage their own account.

As a result of this course, attendees will have the ability to promote self-service channels and educate customers on how to use them.