Frost & Sullivan, Dec 2011, Pages: 72
channels including: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1527.
Companies benchmarked in this study include but are not limited
Frost & Sullivan, Dec 2011, Pages: 34
, airlines and telecom industries across the following contact channels: live agent phone, IVR, email, chat, and web self-service. A web-based survey methodology was used for this study: N=3000. Phone-live
World Wide Worx, Jan 2007
. Call centre costs tend to be higher than anticipated and most organisations would prefer to migrate as many customers to Web-basedself-service as possible.
“The research reveals that self-service
World Wide Worx, May 2007
anticipated and most organisations would prefer to migrate as many customers to Web-basedself-service as possible.
“The research reveals that self-service is no longer a stand-alone extension to the business
Global Industry Analysts, Inc., Feb 2010, Pages: 814
II-28
SBT Introduces Web-based Facilities II-28
Lakshmi Vilas Bank Unveils Online Funds Transfer II-29
PBL Introduces Online Banking
Javelin Strategy & Research, Sep 2011, Pages: 63
Online banking has clearly established itself as a vitally important self-service channel. Yet Javelin’s five-year forecasts suggest online banking has effectively hit its saturation level. Momentum
Business Intelligence [part of Optima Media Group], May 2008, Pages: 214
– Evolution of Self-Service 51
Case Report: Oracle Corporation – B2E Transformation 52
Case Report: Royal Bank of Scotland – Designing a Service
Delivery Model 54
Building an e-HR Agenda 55
Case Reports
Business Monitor International, Oct 2011, Pages: 62
with a free Web-based email account. The 'Malaysia Email' initiative, which will enable the government to deliver tax returns, court documents and other official notices online, is expected to provide a major
Butler Group, July 2004, Pages: 340
, with applications ranging from providing on-line fund information to outsourcing the entire back office. This Web-basedself-service reporting has a two-fold application: widening BI use by employees on the intranet
ICON Group International, June 2007, Pages: 390
meats (cooked chicken, etc.), fresh-baked bread, and pastries. They also focus on premium quality food including regional and exotic products. Recently, creation of Web-based distribution networks
