Self Service Trends Self service came to prominence a few years ago and shows no sign of slowing down. In a similar way to mobile applications, self-service solutions enable customers to take charge of their own accounts and day to day experience.  Self service solutions range...

1.       Tracking key metrics through Customer Feedback Collecting customer insight using real time customer feedback applications means organisations can instantly measure metrics such as Net Promoter Scores, agent performance and Customer Effort Scores. 2013 looks set to be the year when major organisations really start to...