CSM Magazine
MARCH 24, 2022
According to Gartner, by the end of this year 85% of customer service interactions will start with self-service. The best field service solutions will include consumer portals that can make scheduling service visits easy for customers by offering control over their experience. About the Author.
Fonolo
OCTOBER 29, 2019
It’s hard to get clear, objective data about the overall state of self-service technology. They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. Optimize Your Self-Service Channels.
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Call Design
FEBRUARY 11, 2021
Bliss 2004), you can see why turnover, or minimising it, is so important. Technology has enabled contact centres to deflect simple calls from agents to self-service for years, and this trend continues in the current environment. A big problem for all contact centres has been how to retain staff and reduce attrition.
Aspect
OCTOBER 25, 2017
Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., and asked for $50 million for the company he founded. **Spoiler Alert** Blockbuster declined. Today, Netflix is worth more than $60 Billion. now has only 10 franchise-owned stores remaining in operation in the U.S.: six in Alaska, three in Oregon, and one in Texas.
SmartAction
DECEMBER 15, 2021
The decline continued but stabilized around 2004 until the Great Recession of 2008 hit, which severely affected the labor participation rate. to self-service for over 100 types of interactions, from the most common to the most nuanced. A live agent deals with anything handled outside of self-service.
Fonolo
OCTOBER 29, 2019
It’s hard to get clear, objective data about the overall state of self-service technology. They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. Optimize Your Self-Service Channels.
ConvergeOne
DECEMBER 7, 2021
Neumann in 2004 for an unbiased look at the approach: “One of the biggest obstacles to software development — and particularly system integration — is the difficulty of predictably composing subsystems out of modules, systems out of subsystems, and networks of systems out of systems and networking.”.
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