Given the associated cost-saving opportunities, service leaders should shift from live service interactions and fully commit to becoming self-service-dominant. Gartner research reveals that customers don’t have strong channel preferences, and they prioritize obtaining a resolution above all else. Therefore, service organizations should build and optimize their self-service capabilities to achieve resolution where feasible.
Develop a Strategic Plan That Supports Cost Optimization
This step-by-step guide includes frameworks to inform your budget and resourcing decisions as you plan for future technology and digital workplace investments.