Self-Service: Putting Customers First Makes You a Winner

Sponsored By: Microsoft Dynamics CRM

Web and IVR self-service applications are essential for most call centers. Leading call centers use self-service applications to handle anywhere from 20% to 90% of customer service interactions. (The percentage varies by call center purpose and geography.) As the demand for customer service continues to grow, self-service is not an option but a necessity.

Four business trends are driving companies to invest in self-service automation to eliminate or minimize the need to employ live agents to assist customers. These trends are:

1. The need to reduce call center operating expenses in order to improve the company's margins and bottom line

2. The desire to automate as many servicing tasks as possible prior to moving call center activities offshore

3. Existing self-service applications are reaching their end-of-life and are in need of replacement; in some situations it is less expensive to replace a solution than to continue to maintain an old platform

4. The current generation of self-service Web and voice portal technologies and solutions can deliver high-value applications not previously available

There are five additional call center departmental trends pushing even the most quality-conscious managers to consider using self-service to eliminate or dramatically reduce their need for live agents. 

This new white paper discusses trends in self-service solutions as well as highlighting these five additional trends that are driving self-service automation and adoption in call centers.