Impact of Customer Web Portals on Call Center: An Empirical Analysis
نویسندگان
چکیده
1 The authors are thankful to seminar participants in SCECR'09 and CIST'09 for many beneficial comments. We also thank Lowell Taylor for his insights and feedback.
منابع مشابه
Impact of Customer Web Portals on Call Center: An Empirical Analysis
Firms are investing millions to deploy web based self-services at their call centers primarily to reduce operating costs. The rationale is that the firm’s cost of interacting with customers through web based channel is an order of magnitude cheaper than the assisted channels like telephony. However, the interaction among competing channels of customer service at call center is not empirically v...
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