Managing Web-Based Customer Experiences: "Self-Service Integrated with Assisted-Service", by Dr. Jon Anton and Mike Murphy, softcover,2003, 158 pages, $35.95

Quantity:

Overview

Not since the introduction of call routing systems and touch-tone based self-service systems in the early 1970s have we seen such a frenzy to drive customers into self-service transactions.  By its very nature, the Internet is a self-service application, and has provided a tremendous set of new tools.  It is spurring on a corporate renaissance of sorts, as we all look to fresh approaches to improve upon old ideas.

In "Managing Web-Based Customer Experiences", Jon Anton and Mike Murphy offer a compelling and insightful view of the underlying principles and tactics necessary to limit self-service risks and exploit its opportunities.  Their pragmatic advice, data points and case studies provide excellent guidance in navigating the road to self-service success.  You will surely learn from this text and I hope you enjoy it as much as I did.

Table of Contents

  1. Introduction
  2. A Snapshot of the Current Multi-channel Customer Service Experience
  3. Call Center Channel Users
  4. Introduction to Customer Self-service
  5. Examples of Successful Self-service Offerings
  6. When Customers Choose, Companies Win (And So Do the Customers)
  7. Pitfalls in Customer Self-service
  8. Defining Self-Service Integrated with Assisted-service
  9. Initial Planning for a Self-and Assisted-service Strategy
  10. Planning Your Web-based Customer Service Strategy
  11. Best Practices that Lead to a Successful Self and Assisted-Service Strategy
  12. The People Side of the Equation: Employees and Customers
  13. Knowledge Management
  14. Managing Customer Experiences Through the Universal Queue
  15. Creating Value with Natural Language Search
  16. Summary and Conclusions
    • Appendix A: Calculating ROI for Self-Service Search and Guided Navigation Solutions: An InQuira Whitepaper
Home

Help Desk & Support Center
Call Center Management
Tech Support Resources
Project Management
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Call Center Courses
Telephony Courses
ITIL & Help Desk Courses

Subject Index
Catalog Index

About
Contact Us
Shipping Options


The Resource Center for Customer Service Professionals
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251

Copyright © 2012  Resource Center for Customer Service Professionals  All rights reserved.
Last modified January 9, 2012