What’s Wrong With Customer Self-Service?
Investment in self-service technologies is on the rise. According to research from ICMI, the number of contact centers planning to spend from $100,000 to more than $50 million is up compared to actual spends in this range during 2009 and 2010. But many centers are missing some critical data and suffering from skewed perspectives when it comes to their self-service strategies. With this in mind, what will be the return on that investment? This whitepaper explores why self-service is not meeting customer and contact center needs and demands — and where improvement should begin.
This whitepaper from ICMI challenges call center executives and managers to take a different approach to customer self-service, and offers insight on:
- Measuring the performance of self-service for cost reductions in the contact center and customer satisfaction
- Costs of a poorly integrated self-service strategy
- Processes and technologies to help your customer self-service strategy succeed
About Our Sponsor
This whitepaper and the underpinning research were made possible by the underwriting support of inContact. ICMI research sponsors do not have access to research participant information, including individual survey responses.
TAGS:
Web-based self-service, IVR based self-service, Self-Service, Operations Management
