More on Self-Service

If there is one constant driver for customer service, it is contact reduction. Every customer service group wants less contacts. Rarely is the solution obvious and customer service representatives (CSR) in good times and bad always seem fearful of their jobs.

The idea or notion of self-service to improve the customer experience and reduce contacts are brought forward. On paper, it seems like a win/win. I have seen many, many customer service centers that forget to do the most obvious thing to improve customer service, reduce contacts and identify areas for improvement: measure, measure, measure and measure. If it cannot be measured, it is not a target for self-service.

More to come…