Donna Fluss of DMG Consulting presents good reasoning on how companies should consider blending self-service and live agents in an article on CRM Xchange.
Here’s an excerpt:
Investments in self-service applications have skyrocketed during the past two years, as companies large and small are building or enhancing self-service solutions. More than one company has called me to ask for assistance [...]
Filed under: Contact Automation, Self-service, Shared IVR Services | Tagged: Self-service | Leave a Comment »
