Do Self-Service Customers Have Higher Expectations?
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Do Self-Service Customers Have Higher Expectations?

We've been talking a lot about self-service this month, and one question that continues to come up is: do self-service customers expect a higher level of customer service than those from more traditional channels?

We discussed this very topic last week during our #CCDemo13 tweet chat, and the overwhelming answer among our participants was yes.

And last week, we asked our community members the same question in our weekly Quick Poll.  The results are in, and 62% of respondents did feel that self-service customer have higher expectations.

How do these results compare with our recently released USAN sponsored research?

When we polled members of our contact center community earlier this year, 44% said yes, they felt that self-service customers expected a higher level of service.  33% said no, and 23% weren't sure.

Looking for more valuable contact center data? Check out the complete ICMI research report and best practices guide, “Extreme Engagement in the Multichannel Contact Center: Leveraging the Emerging Channels”, which is now available for purchase from our website.  You can also download the complimentary Whitepaper “Six Best Practices for Optimizing Multichannel Support”.



Topics: Self-Service

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QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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