Contact Center Managers looking into self-service functionality should first look at the process side of it; don’t just assume that you can move an internal business process to be an external business process. You need different processes and different content. Next, think about the people and how you will reward them for going that way. If you don’t provide a rewarding experience and you don’t actually thank them for taking that root (even if they subsequently go and phone up) then they are going to find a rewarding experience and want to go back to using the phones. Finally, looking at the technology side, start small. Think big but start small. Look for an early benefit that gets in place and take it step by step.-Terry Lawlor of SupportSoft