A contact center manager's guide to integrating self-service

A contact center manager's guide to integrating self-service


Do you feel pressured to provide great service while keeping costs down in your contact center? Self-service technology enables customers to resolve their own service questions without depleting agent resources. But deploying self-service technology raises many questions, such as:

  • What type of technology will best integrate into your existing contact center environment?
  • What best practices will help ensure that the self service platform will be usable and useful for customers, and achieve the goal of reducing costs?
  • And what's the best way to calculate the ROI and estimate the impact of deploying self-service technology?

This eBook answers these questions and more. Learn best practices and tap into expert advice to find out how to build a solid business case and implementation plan for deploying self-service.

04 May 2011
04 May 2011
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