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The “Friction-Free” Self-Service Challenge

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Justin Lemrow, Director of Continuous Improvement, Contact Solutions; Dan Miller, Sr. Analyst, Opus Research
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 equate satisfaction with reaching a live person. Yet our research and empirical data show that what customers really want is fast, friction-free resolution of their specific problems – whether its on a Web site, mobile app, voice response system or through a live agent. Achieving long-term customer satisfaction is a long-range goal that requires constant monitoring and improvement.

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. Their observations will be grounded in the benchmark findings from a financial services company that conducts constant quality assessments of how well the company recognizes and resolves each customer’s intent, interaction and perception.
Sep 11 2012
47 mins
The “Friction-Free” Self-Service Challenge
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  • Title: The “Friction-Free” Self-Service Challenge
  • Live at: Sep 11 2012 3:00 pm
  • Presented by: Justin Lemrow, Director of Continuous Improvement, Contact Solutions; Dan Miller, Sr. Analyst, Opus Research
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