Customer Self-Service Doesn’t Matter! That’s a False Paradigm!!!
APRIL 7, 2016
Align incentives to support self-service and digital customer experience initiatives by the customer’s journey. Look at critical metrics like First Contact Resolution (FCR), Average Handle Time (AHT), reduction in call volume, increases in the opportunity to generate revenue, improved marketing, greater self- service employee engagement, increased digital customer engagement on any device, anywhere, anytime. Use that feedback to transform your customer journeys.