His book, Strategic Customer Service, was published by the American Management Association in April 2009. in chemical engineering from Carnegie Mellon University and an M.B.A. Vice Chairman, Customer Care Measurement & Consulting, How you can leverage next-generation solutions to optimize your self-service offering.How self-service can dramatically improve contact center performance.How educating and empowering customers can lead to more cost-effective, satisfying experiences.How to plan for and implement self-service in the contact center.In this webinar, discover how contact centers can harness knowledge and leverage modern solutions to empower both their customers and their agents. Consistent with this forecast and broader industry trends, contact centers are pursuing strategies to enhance their self-service offerings, focus on digital customer engagement, and deploy AI/automation to streamline processes and enable personalized interactions.īut self-service isn’t something you can set up and forget about. In a recent ICMI study, contact center lead ers forecasted that self-service will have the greatest effect on the customer experience in the next 2-3 years.
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