A discussion draft of the Online Sales Tax Simplification Act of 2016 is expected to be introduced in Congress soon.
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Technology providers are working to increase the percentage of satisfied self-service customers that come back for more of the same. Because while reducing costs is one element driving the use of online self service, it’s not the only one or even the most powerful. “Cost is a factor but its’ not going to drive the adoption of these technologies in the future,” says Talisma’s Bansal. “It’s going to be the quality of a customer experience that is much better using the online channel than it is using the phone.”