Managing Web-Based Customer Experiences: Self-Service Integrated with Assisted-Service

by Jon Anton, Mike Murphy

The time to grow your call center into a multi-channel customer contact center is now. This book has the power to help you increase customer satisfaction through the implementation of Web self-service. The value of this book can be calculated in terms of calls deflected from your call center, increased customer retention, an ultimately in a healthy return on your investment. In this book, the authors take you step-by-step through the best practices that lead to a successful self and assisted-service strategy.

186 pages, Paperback

First published August 6, 2003