The key to meeting changing customer service expectations and preferences is to strive for cross-channel experience consistency.
Speed has never been more important in customer service. With Millennials and Digital Natives expecting instant gratification, self-service offers companies a way to keep up. While automating customer service can increase both efficiency and effectiveness, it also changes the ways companies need to measure performance. Understanding how to re-think and adjust your KPI management strategy before making the change to self-service will help companies understand, evaluate, and optimize automation.
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