When customers call your company, they have a single objective in mind: Fast, frictionless results. They equate “service quality” with quick resolution of their problems by a live agent. If they are put on hold, confronted with confusing options or delivered to an individual who is not “up-to-speed” with their requirements, they think less of your company and its brand.
Customers want fast, friction-free resolution of their specific problems – whether its on a Web site, mobile app, voice response system or through a live agent.
Join Dan Miller, Sr. Analyst at Opus Research, and Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they discuss how to strike the right balance between automated self-service and human assisted care in order to achieve high-levels of customer satisfaction at relatively low-levels of expense.
Live Webcast: The “Friction-Free” Self-Service Challenge
Tuesday, September 11, 2012 — 11 a.m. EST / 8 a.m. PST
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