Improving the Customer Experience Through Self-Service

摘要

Over-reliance on phone-based self-service. Utilities have traditionally channeled customertransactions to call centers. Interactive phone systems have been widely adopted to relieve pressure on call centers and have developed into strong self-service channels. Many utilities have continued to focus on the self-service phone channel at the expense of Web self-service, but it fuels a perception that utilities are out-of-touch with customers' needs.