Migrating Customers To Self-Service

Mitchell, Ike
July 2002
Business Communications Review;Jul2002, Vol. 32 Issue 7, p43
Trade Publication
Presents tips on the implementation of self-service at call centers. Importance of understanding customer base; Factors that need to be considered in establishing the self-service environment; Discussion on call coding; Ways of encouraging customers to use self-service; Complementary activities to ensure the success of the effort.


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