Published: January 05, 2011 | Comments
If you build it, they will come. When it comes to customer service, particularly self-service and the multichannel contact center, that statement is likely to be false. Most contact centers today handle at least one and probably a few (if not all) types of contact channels other than phone: IVR (interactive voice response), email, chat, Web calls, self-service interactions. The question is this: Are today’s contact centers handling the multichannel and self-service environment well?
This excerpt is from the ICMI research report "Self-Service and the Multichannel Contact Center."
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. The survey sought to find out how well contact centers were meeting their customers’ needs, as well as their own.