Kiosks Enable Customer Service Representatives to Better Support Customers
One of DTE’s goals was to make the lives of their Customer Service Representatives (CSRs) easier by introducing technology that manages fundamental processes so that CSRs can focus on solving more complex issues for customers.
“[Kiosks] gave the customer the opportunity that if they were just coming in to pay their bill, they could go walk in and not tie up our customer service representatives’ time…if they did have a question and then their question was resolved, they could walk over to the kiosk after or the representative could go with them. ”
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