Voices of CRM: John Ragsdale on self-service

John Ragsdale is the vice president of research with the Service & Support Professionals Association, a longtime industry analyst and call center manager. In this podcast he discusses the future of self-service technology, it's evolution from a tactical to a strategic imperative and how vendors in the market are innovating. He also shares his take on highly customized "microsites" that allow users companies to create personalized pages for customer eservice and the growing importance of "click-to-call."

Download the podcast here.