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ROY ATKINSON - Midwest Mini Tour - Omaha - Des Moines - Kansas City

Taking the Road Less Traveled: Multichannel Support Offers Choice

In recent years, new technologies have emerged and customer preferences have changed. New contact channels have been added in many support organizations to accommodate customers, but the practices and metrics of the support center may not have kept pace. In this presentation, Roy Atkinson will discuss what HDI research shows about channel usage, and delve into the thorny issue of using outdated metrics to try to measure the different channels. One road may lead to the Maze of the Unmeasured, but another leads to the Pleasant Fields of Clarity.