Frost & Sullivan end-user survey (titled “Asia Pacific Moving Towards IP-based Contact Centre Technologies

In the AIPAC region the focus on customer experience has the leaders of the 22 largest companies coming up with best practices to transform customer contact experience.

The Customer Contact Council, comprising executives from 22 global companies with average revenues of US$28 billion (RM104.6 billion) set out to convert those painful experiences into customer contact strategies that they and others could use to create competitive advantage.

In this article one part caught my eye as an example of giving the customer what they want. Computerworld Malaysia - Homing in on customer experience:

"Enhanced Self-service. Although it sounds counter-intuitive, self-service can help improve the customer experience if it means faster resolution of problems and shorter waiting times. Self-service options range from basic Web and touchtone-based interactive voice response (IVR) to natural language and speech recognition, and ultimately to dynamic self-service that matches the level of service to customer value. The type of self-service that works depends very much on the specific product and industry. For example, Web self-service is big in the travel industry, whereas speech applications are playing a more important role in the insurance industry, where products and service are more complex."