Guest 1: Esteban Kolsky
Title: Principal Analyst and Research Director, Gartner Research
Guest 2: Mark Angel
Title: Chief Technology Officer, Serviceware/Kanisa
Guest 3: Tim Eager
Title :Chief Technology Officer, Inquira
There is a new trend towards providing self service portals, kiosks, and other mechanisms to reduce ongoing customer service costs. A customer may not want to wait in line but still needs personal attention. Are the current self service technologies and solutions capable enough to provide a satisfying experience?