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Voices of CRM: John Ragsdale on self-service

John Ragsdale, vice president of research for the SSPA discusses self-service technology moving from a tactical to a strategic imperative, microsites and the vendors in the market.

John Ragsdale is the vice president of research with the Service & Support Professionals Association, a longtime...

industry analyst and call center manager.

John Ragsdale
John Ragsdale

In this podcast he discusses the future of customer self-service technology, its evolution from a tactical to a strategic imperative and how vendors in the self-service market are innovating. He also shares his take on highly customized "microsites" that allow companies to create personalized pages for customer e-service and the growing importance of "click-to-call" customer service technology.

  Voices of CRM: John Ragsdale  

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