Whatever industry you're in, making selfservice work for your customers is critical to reducing costs. Certainly, if your company could afford it, it would respond to every customer personally. It would know who that person was and what his or her history with the company has been. Although that's not possible for many companies with a large customer base, we have not transitioned well from the old-school salesperson - with feet up on the desk, looking through the Rolodex - to the current model, where an outsourced customer service rep sits in front of a computer screen, reading a script and filling a calls-per-day quota.
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