Self Service A Complete Guide - 2020 Edition. Gerardus Blokdyk
strategy is meeting customer and contact center needs and demands?
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6. What is the extent or complexity of the Self-service problem?
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7. Will a response program recognize when a crisis occurs and provide some level of response?
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8. How much of reporting needs are self-service or automated?
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9. Are there any revenue recognition issues?
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10. Do you need Self-Service BI?
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11. What are the Self-service resources needed?
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12. What Self-service problem should be solved?
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13. What must it do for airlines to better recognize customers?
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14. How do you take a forward-looking perspective in identifying Self-service research related to market response and models?
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15. Would you recognize a threat from the inside?
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16. Why does it still need a self-service it catalog?
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17. How to identify customer pain points which can be transformed into Self-Service options driving excellent Customer Experience?
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18. How can auditing be a preventative security measure?
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19. Who are the users who need self-service?
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20. Do your managers want or need self-service access to relevant KPIs?
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21. What is needed for self-service?
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22. Will Self-service deliverables need to be tested and, if so, by whom?
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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?
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24. What do you need to know to achieve the objective?
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25. What are the expected benefits of Self-service to the stakeholder?
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26. What are the key considerations that you need to keep in mind to ensure that your self-service can be a success?
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27. Do external users need to have self-service password reset?
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28. How many users do you need for Web Self-Service and Customer Self-Service?
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29. How are you going to measure success?
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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?
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31. As a sponsor, customer or management, how important is it to meet goals, objectives?
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32. When a Self-service manager recognizes a problem, what options are available?
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33. Is the need for organizational change recognized?
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34. What would happen if Self-service weren’t done?
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35. What prevents you from making the changes you know will make you a more effective Self-service leader?
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36. What sort of knowledge does your organization need?
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37. What needs to stay?
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38. What problems are you facing and how do you consider Self-service will circumvent those obstacles?
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39. What are the minority interests and what amount of minority interests can be recognized?
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40. Where do you need to exercise leadership?
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41. What do you need to start doing?
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42. What situation(s) led to this Self-service Self Assessment?
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43. When the customers role as value creator is recognized, what is the role of suppliers?
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44. Do you need self-service machine provisioning?
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45. Which barriers, if any, prevent your organization from sharing full context and information from self-service channels to voice channels?
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46. To what extent does each concerned units management team recognize Self-service as an effective investment?
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47. Do you need different information or graphics?
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48. What existing digital signage systems are in place that content needs to be migrated from?
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49. Why do you need Self-Service BI?
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50. What Self-service events should you attend?
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51. Who else hopes to benefit from it?
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52. What are the signs that your organization needs self-service support?
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53. When you have problems with internet self-service which help would you prefer?
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54. What does Self-service success mean to the stakeholders?
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55. Does the knowledge management module include a rules engine for the purpose of defining event triggers?
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56. What are the stakeholder objectives to be achieved with Self-service?
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57. Are employees recognized for desired behaviors?
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58. What is the Self-service problem definition? What do you need to resolve?
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59. Are cases still coming in about an issue that should be resolved with a Support Action in self-service?
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