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Best and worst of phone self-service design, 2009

Recurso electrónico / electronic resource
Registro MARC
Tag12Valor
LDR  00000nam a22000004b 4500
001  MAP20090104747
003  MAP
005  20191202111854.0
008  090428s2009 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎217
24500‎$a‎Best and worst of phone self-service design, 2009‎$c‎by Adele Sage... [et al.]
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2009
4901 ‎$a‎For Customer experience professionals
520  ‎$a‎Forrester applied its IVR Review methodology to the phone self-service experiences at 16 US firms, four each of the largest auto insurers, discount retailers, footwear manufacturers, and online travel agencies. Among the generally weak phone self-service experiences, Nike earned the only passing overall score. As a group, the auto insurers outperformed the other industries, but the last-place industry, discount retailers, lagged the top performers by only two points. Despite the many flaws, we also uncovered several best practices, such as Orbitzs anticipation of customer needs, 21st Century Insurances clear menu options, and Nikes helpful presentation of information. To improve phone self-service experiences, firms shouldevaluate their own IVRs, take advantage of the right applications to manage customer service costs, and design their IVR experiences with other channels in mind
650 1‎$0‎MAPA20080610326‎$a‎Distribución de seguros
650 1‎$0‎MAPA20080609542‎$a‎Canales de distribución
650 1‎$0‎MAPA20080602406‎$a‎Marketing estratégico
650 1‎$0‎MAPA20080593483‎$a‎Servicio al cliente
650 1‎$0‎MAPA20080589189‎$a‎Atención al cliente
650  ‎$0‎MAPA20190001328‎$a‎Márketing de la empresa de seguros
7001 ‎$0‎MAPA20090013513‎$a‎Sage, Adele
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080528355‎$a‎For Customer experience professionals