Evaluating Traditional vs. Web-Enabled Service Channels PPT

This PPT slide, part of the 27-slide Multichannel Contact Center Strategy PowerPoint presentation, presents a comparative analysis of traditional and web-enabled assisted service channels, highlighting the evolution towards a multichannel approach. It categorizes service channels into 2 main segments: Traditional and Web-enabled Assisted Service.

Under the Traditional category, 3 primary channels are identified: Over-the-counter, Telephony, and E-mail. The slide notes that while over-the-counter and telephony services are effective, they are also resource-intensive and costly. E-mail is recognized as a familiar and effective channel, though its efficiency can diminish with complex service inquiries that may require multiple interactions, leading to increased costs. This suggests a need for careful management of email communications to optimize service delivery.

The Web-enabled Assisted Service section introduces 4 channels: Web portals, Chat, Co-browsing, and Social media. It emphasizes the success of web portals in industries like banking and telecom, where they have significantly reduced service costs. The effectiveness of FAQs and guided navigation on these portals is also highlighted. However, caution is advised regarding the use of web chat and co-browsing due to their resource demands and potential lack of personal touch.

The slide concludes by mentioning the potential of social and mobility channels, suggesting they may represent the next evolution in customer relationship management (CRM). This indicates a strategic direction for integrating these channels to enhance customer experiences. Overall, the content underscores the importance of a balanced approach in utilizing both traditional and modern service channels to achieve operational efficiency.

This slide is part of the Multichannel Contact Center Strategy PowerPoint presentation.

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