Customer Contact Centers and Self-Service
As described in Chapter 20, “Ensuring Consistent Customer Service Across Channels,” customer service centers, which currently are largely telephony-based, increasingly are converting over to customer contact centers. The main benefit of a customer contact center is that it allows a customer to call, fax, e-mail, Web chat, etc., to one location and receive near or real-time assistance. A logical next step for companies that have initiated customer contact centers is to extend their centers out to their customers using customer self-service functionality.
The Web provides quick response to customer needs, and may even reduce costs via customer self-servicing. Customers are able to easily access a company's ...
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