Maximising Self-Service Adoption - Virtual

This one-day workshop will cover:

• The Strategy for Self-Service– understand the purpose and objectives of self-service and the business value it needs to deliver.
• Measures of Success– consider the critical success factors, targets and KPIs that underpin the strategy.
• Process integration– understand the relationship between self-service and service management processes to ensure they are efficient, effective and seamless.
• Customer Engagement– explore the importance of adopting an outside-in approach to designing or improving self-service by analysing current usage and engaging with customers.
• Engagement Methodologies– identify and review the options available for finding out what is really important to your customers
• Defining the customer experience– explore use case scenarios to define the experience for different types of customer
• Marketing– consider marketing opportunities and develop a marketing plan for promoting self-service aligned with the customer experience
• Communications– develop a communications plan aligned with your marketing strategy
• Knowledge Management– review the principals of knowledge management best practice and the importance of customer-centric knowledge for self-help
• Continual Service Improvement– identify quality assurance activities and using ongoing feedback to sustain effort and develop a roadmap for the future

• Explain the business strategy for self-service
• Identify objectives, critical success factors and KPIs for the channel
• Identify and integrate with existing processes
• Analyse customer behaviours and gain commitment
• Develop and use case scenarios to improve the customer experience
• Develop a customer focussed knowledge management process
• Establish standards for quality assurance
• Develop a marketing and communications plan
• Ensure a continual service improvement focus

This is a virtual, interactive workshop delivered in an online classroom environment by our trainer (live)

The day runs from 09:00 – 16:45 with two 15-minute refreshment breaks and a 45-minute lunch break.

This workshop can also be tailored for in-house delivery for focused groups or project teams at your premises.

Find out more by visiting our bespoke and in-house training page here>>

Every delegate will need:

• Microsoft Windows based PC with broadband connection
• Internet Explorer 6.x or 7.x
• Browser with ActiveX controls and VBScript enabled
• You may need administrative permission on the PC to allow the download of additional software (if required)
• Headset or speaker for your telephone for comfort
• Quiet place to work
• The courseware and hand-outs provided by SDI