Self Service A Complete Guide - 2020 Edition. Gerardus Blokdyk

Чтение книги онлайн.

      INTENT: Be aware of the need for change. Recognize that there is an unfavorable variation, problem or symptom.

      In my belief, the answer to this question is clearly defined:

      5 Strongly Agree

      4 Agree

      3 Neutral

      2 Disagree

      1 Strongly Disagree

      1. How are the Self-service’s objectives aligned to the group’s overall stakeholder strategy?

      <--- Score

      2. Why can chatbots facilitate an employees self-service needs?

      <--- Score

      3. What is the problem or issue?

      <--- Score

      4. Are there any specific expectations or concerns about the Self-service team, Self-service itself?

      <--- Score

      5. Do you know if your current self-service strategy is meeting customer and contact center needs and demands?

      <--- Score

      6. What is the extent or complexity of the Self-service problem?

      <--- Score

      7. Will a response program recognize when a crisis occurs and provide some level of response?

      <--- Score

      8. How much of reporting needs are self-service or automated?

      <--- Score

      9. Are there any revenue recognition issues?

      <--- Score

      10. Do you need Self-Service BI?

      <--- Score

      11. What are the Self-service resources needed?

      <--- Score

      12. What Self-service problem should be solved?

      <--- Score

      13. What must it do for airlines to better recognize customers?

      <--- Score

      14. How do you take a forward-looking perspective in identifying Self-service research related to market response and models?

      <--- Score

      15. Would you recognize a threat from the inside?

      <--- Score

      16. Why does it still need a self-service it catalog?

      <--- Score

      17. How to identify customer pain points which can be transformed into Self-Service options driving excellent Customer Experience?

      <--- Score

      18. How can auditing be a preventative security measure?

      <--- Score

      19. Who are the users who need self-service?

      <--- Score

      20. Do your managers want or need self-service access to relevant KPIs?

      <--- Score

      21. What is needed for self-service?

      <--- Score

      22. Will Self-service deliverables need to be tested and, if so, by whom?

      <--- Score

      23. Are your goals realistic? Do you need to redefine your problem? Perhaps the problem has changed or maybe you have reached your goal and need to set a new one?

      <--- Score

      24. What do you need to know to achieve the objective?

      <--- Score

      25. What are the expected benefits of Self-service to the stakeholder?

      <--- Score

      26. What are the key considerations that you need to keep in mind to ensure that your self-service can be a success?

      <--- Score

      27. Do external users need to have self-service password reset?

      <--- Score

      28. How many users do you need for Web Self-Service and Customer Self-Service?

      <--- Score

      29. How are you going to measure success?

      <--- Score

      30. How much are sponsors, customers, partners, stakeholders involved in Self-service? In other words, what are the risks, if Self-service does not deliver successfully?

      <--- СКАЧАТЬ