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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:
Distinguished Researcher, VP Technology Ecosystems, TSIA
Director, Product Marketing, Coveo
Knowledge Management Consultant, Customer Success, D.B. Kay & Associates
Publish Date: August 19, 2021
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.