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RNIB case study

RNIB has created a world where technology and knowledge is an enabler for everyone

Hear how RNIB optimized its vital support and advice channels by enhancing its self-service and contact centre operations.

You’ll learn:

  • The importance of optimizing all channels to the same high standard.
  • How capturing and sharing customer insight increases agent productivity.
  • How implementing ‘Ask RNIB’ using self-service technology elevated the customer experience.
  • Why retaining employee knowledge is vital in preventing the loss of essential expertise.

You can also watch the accessibility video of Paul Porter using the What's What website.

First aired: 11:30am BST, 21 October, 2016.

Duration: 30 minutes.

For more information on our partnership with RNIB, you can download a PDF case study.

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