John Ragsdale is the vice president of research with the Service & Support Professionals Association, a longtime industry analyst and call center manager.

In this podcast he discusses the future of customer self-service technology, its evolution from a tactical to a strategic imperative and how vendors in the self-service market are innovating. He also shares his take on highly customized “microsites” that allow companies to create personalized pages for customer e-service and the growing importance of “click-to-call” customer service technology.

 

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