7 Strategies to Upgrade Call-Center Performance, Part 2 of 2

Providing exceptional Web self-service requires multidimensional knowledge bases, experience-centric user interfaces, multimodal content access supporting a broad set of content retrieval methods (e.g., FAQs, natural language processing, search, browse, guided help, chatbots), integration with back-office systems and active promotion of self-service, especially in the context of providing agent-assisted service (e.g., when the customer is put on hold).