Self-service has exploded over the past five years. Whether it’s customer-facing or for employees of the company, the number of organizations with web-enabled self-service portals is amazing. This transition has raised some rather tough questions in the industry:
· How do we assess a customer’s experience and success with self-service?
· How do we assess the value self-service creates for the company?
· What impact does self-service success have on traditional support measures?
Greg Oxton will share the latest work and experience of the members of the Consortium for Service Innovation in an attempt to answer these tough questions.
Greg Oxton is the executive director of the Consortium for Service Innovation, a nonprofit alliance of customer support organizations that develops innovative ways to address the challenges of customer service and support, like the Knowledge-Centered Support methodology. Before joining the Consortium, Greg held management positions in customer service, operations, planning, support strategy, and development at IBM, N.E.T., and Tandem Computers.