Smarter organisations get the best of both
While market conditions are making call centre operators invest in automation to manage customer interactions, we believe the smarter organisations are those who set out to strike the right balance between self service and live service.
The underlying business case of resource reduction is clearly powerful, however it's also important for organisations to first understand who is calling them and why before driving automation.
Self-service applications work best when consumers are able to take control of the process, when the service is easy-to-use and convenient, and when the channels used are appropriate based on the information that the customer has shared. More emphasis is already being placed on speech-enabled self-service solutions and we expect to see the Voice Portal concept gather even greater momentum.
See how Egg encouraged its call centre customers to self-serve using the latest speech-enabled self-service technologies
