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Channel: Call Center Analytics and Action » Self-service Models
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Self-service can be very expensive for contact centers

Self-service is perceived to lower operating costs in contact centers, but many experience an increase in call volumes after implementing self-service solutions. Hopefully these insights will help you...

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Trash the Canned Emails in Your Call Center

Nearly a year ago, I wrote a blog entitled Self-serve: Cheap can be very expensive about the high customer experience cost of the self-serve model. Imagine my delight to see a recently published study...

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Social customer service; a place for brand terrorists or an agent’s best friend?

We live in a fickle and demanding world where customers have little loyalty to us but they expect a lifetime of guarantee on the item they purchased, no matter how small. If customers don’t get an...

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