Companies ignoring self-service

I'm sure there is a tenancy to try to work harder during difficult times. This manifests itself in various ways, such as:

1. Some people work longer hours
2. Some people put more effort into their work (or a seen to be doing so)
3. But some people innovate (new products, new markets, new technologies)

However, it seems that UK companies are still failing to incentivise lower cost-to-serve channels and falling back on their call centres, according to Global Contact Centre Benchmarking report by Dimension Data.

It is still amazing that with low customer interaction costs via channels such as online that companies are still trying to work longer and with more effort and failing to innovate (if you can actually call using the Internet as innovative these days).

However, this report also mentions that a third of respondents fail to actual monitor their cost to serve, thus not even measuring the cost of each customer interaction.