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June 11, 2008

The Perfect Mix of Live and Self-Service for the Contact Center

By Stefania Viscusi, Assignment Desk Editor

When it comes to customer service, companies are constantly aiming to provide quality interactions that meet their customer's needs. And while the channels for contacting customers have expanded beyond the telephone, it still remains the most utilized channel for customer care.
Customers have changed however in their demand for better, more personalized services with their phone communications.
This means they expect personalized, high quality service whether they are interacting with an IVR or live agent, or whether they're using the Web or their mobile phone for the interaction.
For companies looking to remain competitive this means developing a multi-channel contact center strategy as well as creating a balance between live service and self-service.
On Thursday, June 26, 2008, 1:00pm EDT, Intervoice (News - Alert) is hosting a Free TMC Webinar, "Finding the perfect balance of live and self-service," to discuss this topic and will also uncover best practices for creating a "perfect balance."
Best practices in customer analytics, Speech vs. DTMF, and more will be covered.
The Webinar will feature presenters Ken Landoline, Program Manager, Customer-Centric Strategies, Yankee Group; Kevin McPartlan (News - Alert),  Vice President, Contact Center Solutions, Intervoice and TMC Web Editor, Tim Gray.
Attendees will also receive a bonus a Yankee Group (News - Alert) Whitepaper authored by Ken Landoline on the subject.   

Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

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