Mastering Multichannel Self-Service - Coping with Empowered Customers
Mastering Multichannel Self-Service - Coping with Empowered Customers
RELEASE DATE
16-Dec-2009
16-Dec-2009
REGION
North America
North America
Research Code: 9857-00-11-00-00
SKU: IT01381-GL-MR_11136
$1,500.00
Special Price $1,125.00 save 25 %
In stock
SKU
IT01381-GL-MR_11136
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?
No Index | Yes |
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Podcast | No |
Industries | Information Technology |
WIP Number | 9857-00-11-00-00 |
Is Prebook | No |