Back at the end of 2008 I blogged about the use of CIT (Customer Interaction Technologies) and how they could help fill the opportunity gap between low cost-to-serve channels such as websites and high ones such as face-to-face contact or telephone-based customer services.
See:
http://press20.blogspot.com/2008/12/cost-to-serve-modelling.html
http://press20.blogspot.com/2008/12/customer-interaction-technologies-lower.html
http://press20.blogspot.com/2008/12/face-to-face-is-highest-cost-to-serve.html
Although its been a while since I posted these thoughts I've recently uploaded the entire presentation that these slides were based on up to Slideshare and it is now embedded below.
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