2012 Analytics Self service Technical Support 
Callminer
AUGUST 1, 2017
Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. With built-in analytics and reports, managers can track agent performance to improve effectiveness all around. Provide self-service options to your callers, but don’t force these options upon them.
TechSee
MARCH 7, 2019
Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. For every customer episode – paying a bill, getting technical support with activating a device, etc. Team-based models.
RichCall
SEPTEMBER 13, 2017
self-service. As people switch from phones to other channels, companies need to work on integrating human approach to their CX robotics: Companies start focusing on channels that provide robotic customer support with a human touch, according to the Global Contact Centre Benchmarking Report, Dimension Data 2017. Self-service.
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