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Phone-based customer service represents the bulk of most companies' contact center costs. As a result, many companies are trying to encourage customers to use Web self-service and e-mail, where the per-incident cost is much lower. But for the most part, neither e-mail nor Web self-service are managing to satisfy consumers - so your customers continue to pick up the phone, and you continue to pay the price. But you can make your Web self-service and e-mail response solutions reach their full potential - and achieve your cost reduction and customer satisfaction objectives. The key is to stop treating them as silos, and to start taking a more integrated, multi-channel approach to customer service.

Join Gartner Research Director Esteban Kolsky and ATG Product Marketing Director Erik Hille, for a practical discussion of best practices for implementing a multi-channel service strategy and solution. This Webcast will help you optimize your call deflection, right-channeling, and inquiry resolution initiatives.