Case Study: ContactBabel achieves seamless multichannel self-service adoption and higher service quality with Knowledge Powered Solutions

ContactBabel - Customer Case Study

ContactBabel, a contact centre industry expert, faced the challenge of understanding how self-service is evolving across multiple channels and what that means for adoption, metrics, legacy systems and staff concerns. Knowledge Powered Solutions commissioned and published a 95‑page Inner Circle Guide – Self Service in Multi‑Channel Customer Service Delivery with ContactBabel to map trends, answer practical industry questions and identify where self‑service can improve both quality and cost outcomes.

Knowledge Powered Solutions’ report provides data‑backed answers and channel‑specific guidance (web, mobile web, IVR and social), migration strategies from automated to live service, and recommendations on metrics and legacy integration. The work clarified adoption trends and growth opportunities, and concludes that operators who integrate multichannel delivery will increase service quality and customer satisfaction while reducing delivery costs — a clear, actionable outcome from Knowledge Powered Solutions’ research.

ContactBabel