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Self Service Applications as part of a Six Sigma Pro

Six Sigma – iSixSigma Forums Old Forums General Self Service Applications as part of a Six Sigma Pro

This topic contains 3 replies, has 4 voices, and was last updated by  MBBinWI 9 years, 6 months ago.

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  • #35156

    lin
    Participant

    Has anyone incorporated the use of self service applications, whether web or IVR, in any customer service projects?  If so, how did you measure the customer interaction with each system, and what type of tools did you utilize to redefine the business processes within these applications?

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    #99141

    Marìa D. Garcia Smith
    Participant

    As a result of having analized call center service levels, we understoond, that may calls could have been self-served but customers rather than reaching an operator.
    We analized the reasons subscribers were calling and segmemt sef serving automation into several categories: Information, Real-time billing information, On-line purshasing  (prepaid card replenishment) and e-payment.
    The tools used to analize customer patterns were:
    A. Customer Service (CRM) application to understand why clients called. B. Websense Web based statistcal analysis tool to measure the exposure of webservices and current usage patterm. C. Core systems transactional log.
    The correlation of them all gave the hint that channels needed to be aligned (IVR, and Webservices and Interactive Kiosks as well).
    Customer needs and expectations were taken from both Clients as well internal customers for process improvement, cicle time requierements and so forth.
    May you need further details, pleas contact me directly at mariadgarcias@yahoo.com, and will greatly discuss further.
    Regards.
     
     

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    #188381

    Matt Leslie
    Participant

    I, too, am interested in this topic re: Self-Service tools.  If anyone has additional info, I would be very interested in discussing.
    Thanks
     
    Matt

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    #188422

    MBBinWI
    Participant

    Looks like you’re about 6 years too late.

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