Mastering Multichannel Self-Service - Coping with Empowered Customers

Mastering Multichannel Self-Service - Coping with Empowered Customers

RELEASE DATE
16-Dec-2009
REGION
North America
Research Code: 9857-00-11-00-00
SKU: IT01381-GL-MR_11136
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$1,500.00

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Description

Self-service has moved well beyond traditional tools like IVR, and even past speech. Newly empowered customers are gathering information using many tools (formal and informal) and expecting companies to provide resources for service automation, including kiosks and voice web services. How (and when) should contact centers integrate these systems into their existing infrastructures? What are the benefits, and the pitfalls to avoid?

Table of Contents

Abstract

The Problem

Current Views of Self Service

Integration Issues & Skeptical Practitioners

The Predominance of Traditional IVR

The Real Change in Self-Service

What Contact Centers Should Do

Related Research
Self-service has moved well beyond traditional tools like IVR, and even past speech. Newly empowered customers are gathering information using many tools (formal and informal) and expecting companies to provide resources for service automation, including kiosks and voice web services. How (and when) should contact centers integrate these systems into their existing infrastructures? What are the benefits, and the pitfalls to avoid?
More Information
No Index Yes
Podcast No
Industries Information Technology
WIP Number 9857-00-11-00-00
Is Prebook No