Companies with high volumes of customer interaction should consider moving from the call centre model to customer self-service, argues Gavin Webster.
Call centres have certainly commanded plenty of attention over the past 10 years, and have been the single greatest technology investment for financial services organisations over that period. But ...
To continue reading this article...
Join Computing
- Unlimited access to real-time news, analysis and opinion from the technology industry
- Receive important and breaking news in our daily newsletter
- Be the first to hear about our events and awards programmes
- Join live member only interviews with IT leaders at the ‘IT Lounge’; your chance to ask your burning tech questions and have them answered
- Access to the Computing Delta hub providing market intelligence and research
- Receive our members-only newsletter with exclusive opinion pieces from senior IT Leaders