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
