Inner Circle Guide to Self-Service

ContactBabel Guide to Self-Service

Inner Circle Guide to Self-Service

4th edition of the definitive analyst study intelligent of automated self-service in the UK

The cost differential between a live interaction and one carried out with self-service is enormous.

Reducing the number of live interactions and so lowering contact centre costs is a key business driver for self-service. Especially since call durations, abandonment rates and speed to answer reach historical levels during the pandemic for most call centres.

Moreover, self-service is now so much more than touch tone IVR. It has advanced to more sophisticated offerings from chatbots to automated speech recognition technologies, beneficial to both businesses and customers. Plus, by feeding VoC programmes, optimising knowledge bases, and improving CX, self-service is key to the digital customer interaction revolution.

The Inner Circle Guide to Self-Service by ContactBabel is the definitive analyst study intelligent of automated self-service in the UK. Now in its 4th edition, it covers AI, chatbots, IVR, speech recognition, virtual agents, mobile, social channels and more.  Download your copy of the report with full findings, sponsored by Enghouse Interactive, today.

Contains detailed UK Contact Centre stats, including:

  • Cost per inbound interaction (phone, social media, email, and web chat)
  • Historical average speed to answer and call abandonment rate, 2004 – 2021
  • Historical call duration 2004-21
  • DTMF IVR routing menu levels, by contact centre size
  • The effect of complexity and volume on the use of self-service
  • In-call access to computer-based knowledge sources for agents
  • Average length of a web chat

The Inner Circle Guide to AI-Enabled Self-Service

4th Edition

Empower your customers. Free up your agents. Make self-service work for you!