By: Ken Skinner – Vignette Corporation
Delivered at the 2008 Services Industry Summit in Charleston, SC – In this session Ken Skinner, Vice President of Worldwide Customer Care for Vignette corporation discussed the evolving global eservice delivery model used by his organization. While striving to implement online support services, is it possible to go too far and lose touch with your customers? Ken explored the challenges his organization has encountered in balancing the need to deliver high touch services to clients, while maintaining the efficiencies found in eservice delivery models.
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