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On Demand Webinar

Next-Generation Case Deflection: Measuring Self-Service Success

As customer expectations continue to grow and self-service experiences continue to evolve, quality customer interactions now trump cost savings, and case deflection is no longer the primary indicator of success. It is just one of many ways to measure self-service effectiveness and should be part of a broader measurement strategy.

In this webinar, TSIA’s John Ragsdale will highlight the common challenges with measuring self-service success, and David Kay, of D.B. Kay & Associates, and Bonnie Chase, of Coveo, will talk through emerging trends and best practices, answering questions that include:

  • What does the next generation of “case deflection” look like?
  • Which key metrics should be a part of your self-service measures?
  • What are some techniques for measuring self-service success?


Presented By:

John Ragsdale

Distinguished Researcher, VP Technology Ecosystems, TSIA

Bonnie Chase

Director, Product Marketing, Coveo

David Kay

Knowledge Management Consultant, Customer Success, D.B. Kay & Associates

Publish Date: August 19, 2021