Contact Centres Aren’t Adapting Self-Service Systems After Installation


According to our poll, 14% of contact centres that have installed a self-service function have not made any changes to it since it was implemented.

In contrast, 60% of these contact centres have made changes in the past month, and a third of them had even done so in the past week.

Poll – “When did you last make changes to your self-service system?” – answers

Past Week – 20%
Past Month – 40%
Past Year -23%
Past Three Years – 3%
Not Since It Was Put In – 14%

Source: Call Centre Helper Webinar: Increasing the Take-up of Self Service     Sample size – 84     Date: September 2017

Author: Robyn Coppell

Published On: 29th Sep 2017 - Last modified: 25th Oct 2021
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