Mastering Multichannel Self-Service - Coping with Empowered Customers

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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

Mastering Multichannel Self-Service - Coping with Empowered CustomersMastering Multichannel Self-Service: Coping with Empowered CustomersAbstractThe ProblemCurrent Views of Self ServiceIntegration Issues & Skeptical PractitionersThe Predominance of Traditional IVRThe Real Change in Self-ServiceWhat Contact Centers Should Do




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