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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