When considering offering your products and services across multiple channels, it is very important to ensure that all of the channels allow for the same activities. Many companies who already have an IVR and Call Center will create their self-service web presence and offer more or less functions/features. If you are trying to reach your customers that prefer to work on-line, do not disappoint them by making them call the IVR or Call Center because they cannot complete their task on-line. This defeats the purpose and may drive your customer away. The same can be said when offering new services on-line – make the time to re-tool the IVR and Agents so that they can provide the services as well.TG
collectionsNewslettersInnovation FestivalCurrent Issue
World Changing Ideas
New workplaces, new food sources, new medicine--even an entirely new economic system.
The major tech ecosystems that battle for our attention and dollars.
What’s next for hardware, software, and services.
The brave new world of automation, from AI to drones.
How our urban centers are building toward the future.
Most Creative People
See members of our Most Creative People in Business community: leaders who are shaping the future of business in creative ways.
An award-winning team of journalists, designers, and videographers who tell brand stories through Fast Company's distinctive lens.