Debate: “Latest Trends in Self-Service” - What’s New in best practices - attaining the greatest return on your investment |
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Event Type: Web Seminar |
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| Date: 25 August 2008 |
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Start Time: 13:00
End Time: 14:00
Time Zone: ET |
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Customers enjoy complaining about IVR/speech self-service systems, but they strongly believe they have a right to use one when they want it. Generation Yers see self-service as a “given” and expect feature-rich self-service applications. To meet the demanding needs of their customers and reduce operating expenses, enterprises are investing in IVR/speech self-service solutions. The challenge is to find the right balance between live agent-based support and self-service automation. During the past 18 months, enterprises of all sizes have been building or enhancing their self-service solutions to satisfy their customers and reduce agent-related expenses.
There are many activities that can be automated using IVRs, but others that should not be offered by a self-service application.
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