In a recent study by NICE inContact, it was found that 84% of consumers were more likely to do business with companies offering self-service, yet only 61% of the respondents said that companies offered easy and convenient self-service.

There isn't a universal solution to self-service solutions, but compaies who haven't yet offered this service to their customers could be falling behind.

Is it time you considered how to implement self-service capabilities to improve the customer journey at your contact centre?

This guide takes you through the benefits of the service, methods to integrate agent and self-service options, as well as best practice tips for the transition period.