Trend watch columns:Call center

Call center

Trend: Self service

Learn about self-service applications based on the Web and interactive voice response (IVR) and how this technology can optimize the call center. In this section, read Donna Fluss's take on the drawbacks of traditional self-service applications and how these applications can offer cost savings and much more if they are deployed correctly.

Display in sets of:

  • Self-service applications save money

    13 Nov 2006

    Column -  Too many companies still do not appreciate that customers will only use self-service applications if they are a better and easier alternative, says Donna Fluss in her latest column. Learn more about self service and how it can optimize your call center...

  • The executive's guide to contact center technology planning

    04 Jun 2009

    Column -  According to some experts, there are six contact center technology trends that will have significant implications for your business in the coming years. In this article, find out about those trends and newer call center software options like Web 2.0,...