Self-service has emerged as a key contact center strategy — both in terms of improving customer experience and reducing cost in the contact center. Yet the delivery of self-service still hasn’t lived up to the promise.
In today’s digitally centered world, a consumer can order the day’s groceries online before their workday begins, run to pick them during a lunch break and make a bank transfer or a healthcare claim on their phone while they wait for the groceries to be put in their car. More and more, digital touchpoints are central to customer experience, and demand for 24/7 self-service channels is soaring.
