According to experts, interest in self-service technology is growing, despite the down economy and cuts in spending. In this podcast, John Ragsdale, Research Director with the Service and Support Professionals Association (SSPA), offers his insight on the self-service technology market and give tips for using self-service technology effectively. Ragsdale also discusses best practices for building a business case for self-service and explains how to get upper-management support for a self-service technology initiative.
Ragsdale also covers:
- How self-service technology can help reduce costs
- How self-service can improve customer satisfaction
- How to monitor ROI for self-service technology
Building a business case for self-service
About the expert John Ragsdale
John Ragsdale is the Research Director with the Service and Support Professionals Association (SSPA). John drives the association's highly regarded content and research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing technology services leaders today. Prior to joining the SSPA, John was Vice President and research director for Forrester Research.
Related self-service resources
This was first published in June 2009