How to Manage Customer Support in an Era of Self-Help

Presented by

Kristina Evey

About this talk

CCNG partner Aggregage talks with Kristina Evey, Customer Experience Strategy Lead at Spectrum Health about how self-service as a customer preference continues to grow. It's more important than ever that we assess the amount of support being given to our customer service reps ... Is there a way to find the right balance between self-service and support?
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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.