Self-service stalls as projects decrease

The Global Contact Centre Benchmarking report, an annual study produced by Dimension Data, reveals that only 11% of companies are offering financial incentives to those customers using Web-based self-service, says Customer Strategy.

This lack of prudence also extends to monitoring the cost of service, with a third of respondents failing to measure the cost of each customer interaction.

Integration of service and sales systems appears to have reached saturation points, with 50% of businesses claiming to have successfully linked business systems and the number of new CRM projects falling during the recession.

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Incentient, a Jericho, New York-based transaction-services provider, has unveiled its SmartCellar touch-screen self-service device at New York City's SD26 restaurant, writes Self Service and Kiosk Association.

According to a news release from Incentient, the SmartCellar is a wireless, handheld device that gives restaurant patrons access to an establishment's wine list, allowing them to search for wine by price, grape, year, country, region, characteristics, appellation and more.

SD26's owner, Tony May, says the restaurant chose the SmartCellar solution to complement its unique wine offerings.

Centrelink has increased its fleet of self-service computers, making it easier for clients to conduct their business online, reports PS News.

Minister for human services, Chris Bowen, said as part of Centrelink's service delivery reform, the number of self-service PCs had been increased from fewer than 600 to almost 1 500.

“Customers have told us they want flexibility in the way they deal with Centrelink, so we've developed a suite of phone and online self-service options,” Bowen said.