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The Contact Centers For Customer Service Playbook For 2019

Transform The Contact Center For Customer Service Excellence

Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

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  • Report Taking In-Person Self-Service From Blah To Brilliant

    In-Person Self-Service Moves From Dull Kiosks To Engaging Interactions
    July 30, 2007 | Kerry Bodine, Tamara Mendelsohn

    While most digital channels have experienced significant innovations over the past few years, in-person self-service still focuses on the same appliance that's been around for more than three...

  • Report Self-Service Check-In Clicks With Travelers

    Mobile Check-In And Better Merchandising Will Increase Self-Service Appeal
    February 23, 2007 | Henry H. Harteveldt, Sarah Rotman Epps

    Lower-margin leisure travelers have embraced self-service check-in — kiosks and online check-in applications — helping airlines improve operational efficiencies and reduce passenger processing...

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Market Imperatives