BLOGS

'Your Call'

  1. The difference between good and great customer service Julie Trajkovski 11-Jun-2013

Big on Data

  1. Big Data is all about the People Julie Trajkovski 14-May-2013

Customer Voice

  1. Customer Experience Design and Big Data Julie Trajkovski 29-May-2013

SocialCX

  1. The disconnect between Social customer interaction channels offered and used Julie Trajkovski 04-Jun-2013
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Customer Self Service Market Report

AU $195.00

Fifth Quadrant has researched and published Australia and New Zealand's first comprehensive market report on Customer Self-Service.

This unique report profiles the current and future use of self-service channels by consumers and explores how consumers engage with self-service channels compared to traditional voice channels. The report covers online, social media, mobile apps, IVR and speech recognition channels amongst others. The report also features case examples of leading organisations and their deployment of self-service channels as well as commentary from industry suppliers.

The contents of the report include:

  1. Self-service Strategic Plans 
  2. Consumer Usage of Self-service 
  3. Customer Engagement with Self-service
  4. Future Self-service Channel Usage and Implementation 
  5. Vendor commentary on trends in Self-service technologies

Report Available Now and comes in PDF file format.

Price: AU$195 + GST.

Order the report online here.

This report is one of the chapter titles in the full Fifth Quadrant Multi-Channel Contact Centre Market Report (formally titled the Contact Centre Industry Benchmarking Report – Australia and New Zealand).