Web Site Self-Service Doesn't Mean Auto-Pilot

Many retailers have implemented online self-service techniques as a way to reduce phone calls to call centers and to help customers get their questions answered faster. But a survey from call center software provider Genesys Telecommunications Laboratories reports that 57% of consumers have more than once called a contact center after trying to use web site self-service. And to add insult to injury, when many get through to an agent, they find that even the company's own customer service agents are unable to help them use the self-service features. This session will feature an online retailer who will discuss his company's own efforts to get customers to use online self-service, and an executive from Genesys who will examine which customer service functions are most appropriate for online self-service; how retailers make sure that self-service functions are operating correctly; and how to train call center staff to encourage customers to use online self-service and to walk customers through how to do it.