As customers demand more responsive and more convenient service, more and more call centers are turning to self-service and multi-channel technologies. While IVR (interactive voice response), email, chat, Web calls, and self-service interactions provide greater flexibility, these alternate channels, when not optimized, also create increased complexity for customers and call centers alike. So, how well are contact centers meeting their customers’ needs, as well as their own with these channels?
In October 2010, 404 contact center professionals working in centers of all sizes and shapes around the globe participated in the study, sharing critical information about their centers’ customer self-service operations. Results support that self-service and multichannel operations for most contact centers cannot be described as a “well-oiled-machine.” Discover the challenges and deficiencies other call centers face; identify potential issues within your own center. Use this report to further develop successful self-service and multichannel strategies within your call center.
Key issues presented in this study:
- Respondents’ Background
- Customer Contact Channels
- Respondents’ Background
- Customer Contact Channels
- Self-Service Transaction Volumes
- Investment in Customer Self-Service Technologies
- Key Drivers for Customer Self-Service Implementation
- Customer Self-Service Channels and Offerings
- Services Offered Via Self-Service Channels
- Rating the Success Self-Service Channels In the Contact Center
- Operating Cost Reductions
- Increases in Customer Satisfaction
- Efforts to Educate and Encourage Customers to Use Self-Service
- Supporting Self-Service Channels
- Web Self-Service Support
- Customer-Centric Self-Service Development
- Impact of Self-Service on Service Level for Live-Agent Telephone Contacts
- The Multichannel Workforce
- Recruiting and Hiring
- Workforce Management
22 pages, PDF download (requires Adobe Acrobat or Reader)
TAGS:
IVR based self-service, Web-based self-service, Self-Service, Operations Management
