Author - Esteban Kolsky

Esteban Kolsky is a Principal Analyst and Research Director in Gartner Research, where he focuses on customer relationship management (CRM), Customer Service, eService (customer service over the internet), and e-business. He coined the model and concept for the Customer Interaction Hub while at Gartner. Mr. Kolsky has over 18 years of experience, with eight years in technology and strategy consulting in customer service, CRM, help-desks, and Internet-based and e-business applications. Prior to joining Gartner, Mr. Kolsky founded a company that invented a new architecture to provide point-of-need customer service.


Self Service or Disservice

There is a new trend towards providing self service portals, kiosks, and other mechanisms to reduce ongoing customer service costs. A customer may not want to...


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