Title	Self-Service in the Contact Centre
Extract	There is much controversy about using self-service. Some centres have promised customers they’ll never use self-service, others have forced their customers to interact with poorly-designed systems that are difficult to use. There is definitely a middle ground: self-service systems that automate suitable processes and meet customer needs. This paper is an extract from the Technology Environment chapter of the Global Contact Centre Benchmarking Report 2005, and discusses current trends in self-service.
Document Type
Comment
Document Link	documentlibrary/whitepapers/customerinteractivesolutions/selfserviceinthecontactcentre.htm

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