TITLE

Migrating Customers To Self-Service

AUTHOR(S)
Mitchell, Ike
PUB. DATE
July 2002
SOURCE
Business Communications Review;Jul2002, Vol. 32 Issue 7, p43
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
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.
ACCESSION #
7023286

 

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