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DMG Consulting LLC

Customer Process Changes Improve Performance of Self-Service Application

By DMG Consulting on January 2, 2008 in IVR/Speech Recognition, Publications, Self-Service

Customer Process Changes Improve Performance of Self-Service Application

1/2/2008

https://www.dmgconsult.com/publications/articles.asp?id=166

http://www.crmxchange.com/speech/jan08.asp

CRMXchange

Publications/Self-Service, Publications/Self-Service/ IVR/Speech Recognition

Self-Service

Self-service, customer service, Contact Center, Call Center

Call Center, Contact Center, Customer Service, Self-service

2008 Contact Center Challenges

My company is considering running our call center operation 24/7. We plan to modify current shift schedules to address weekend hours and may use remote agents for after hours support. We are also considering shift rotation or contract help to cover the additional hours – what do you recommend?