Desktops, Laptops and OS
Networking and Communications
Servers and Server OS
Software and Web Development
with other members or
your contacts to the community.
+ invite connections
an existing group to participate in the group discussions or
a new group of your own to create discussions around topics of interest to you and your work.
+ create group
new info to your ITmodelbook. You can find white papers, technology reports, business analysis, webinars, presentations and more. You can also share your own authored content and resources you like by adding this info.
+ add resource
Resources you may like
Self Service Drives Dollars for the Contact Center
Share within ITmb
Share This Resource
Share with: Connections
Share with: Groups
Customers want answers to their questions more quickly, more accurately and increasingly in the channel of their choice. Research indicates:
75% of companies that have implemented self-service into their contact centers have seen at least 25% improvement in customer satisfaction
One-third of companies are planning to implement a self-service solution within 24 months
Meeting or beating the competition requires self-service
Self-service can reduce operating costs
Self service in the contact center can have staggering results:
65% increase in customer satisfaction
58% increase in first call closure rate
39% increase in customer retention
Read the rest of the Aberdeen Group's findings in their May 2007 benchmark report, sponsored by Neocase Software.
Prepared by Aberdeen Group; Sponsored by @@publisher@@
Select Subject Area
Neocase Software, Neocase Software White Paper, Self Service Drives Dollars for the Contact Center, Aberdeen Group, benchmark study, customer service solutions, mid-market, Customers, contact centers, customer satisfaction, Self service
The resource is available from the link above.
Latest reports from top IT companies:
© ITmodelbook 2012-2021.
do not sell my personal information