TITLE

Satisfying a Double Standard

AUTHOR(S)
Collins, Sean; Devine, John; Ganguly, Raj; Schumacher, Jeff
PUB. DATE
April 2007
SOURCE
CRM Magazine;Apr2007, Vol. 11 Issue 4, p48
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article offers tips for improving costs and customer experience in self-service options in customer relations. A deep understanding of the customers' contact drive must be established to determine the issues they are concerned about. The type of customer calls to automate should be determined according to priority. Designing self-service options should be aligned with customer education and staff training.
ACCESSION #
24627018

 

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