A second wave of attacks began midday Friday after much of the eastern United States was affected in the morning. Sites affected included Etsy, ...
More than half of companies that have implemented self-serve web options for customer service report an increase in call center workload.
Nearly half of companies that operate customer call centers offer a customers self-service option on the web and an additional 38% plan to offer the option in the next year, according to a survey of 268 call centers nationwide published in The Multi-channel Call Center Study Final Report released today by the Incoming Calls Management Institute. But interestingly, the survey of call centers found that non-phone access channels are not reducing agent workload-57% of call centers with self-service web sites report increases in workload.
Further, a third of the respondents said their organization is planning to implement call center/Internet-enabling technologies in the next 12 months, including e-mail response management, unified reporting and multi-media queuing.
The study also reported that the two biggest challenges facing organizations in developing an Internet-enabled call center are budget, cited by 56%, and the difficulties of integrating technology with existing systems, cited by 46%.
The study surveyed call centers in 12 industries, including retail and catalog merchants, financial services, healthcare, computer/Internet services, insurance, manufacturing, telecommunications, professional services, government/non-profit, travel, utilities and service bureaus.