Special Report - Operations & Fulfillment: Rethink Your (Web-Influenced) Call Center

Remember, too, the theories of how self-service was supposed to work and the beneficial impact it was supposed to have on your bottom line — they came from equipment vendors and software designers. In effect, the promised payroll savings were part of a sales pitch. The rosy forecasts didn’t take into account all the real experiences, expectations and feelings of customers or employees.