QUARANTINE — "Self-service interaction costs $0.10 vs $6-$12 for live agent" (attributed to Forrester)

Quarantined claim: "Self-service interaction costs $0.10 vs $6-$12 for live agent," attributed to Forrester.

Reason for quarantine: Appears only in secondary blog roundups, not a verifiable current Forrester primary page. The Forrester claims we DO use (Forrester (2016) — web/mobile self-service overtook the phone; FAQ-page use rose from 67% (2012) to 81% (2015) of US online adults, Forrester 2015 Customer Lifecycle Survey — 53% of customers likely to abandon online purchases if they can't find quick answers; 73% say valuing their time is most important) trace to specific Forrester blog posts with date attributions; this cost-per-interaction figure does not.

Why we keep this note: The "$0.10 vs $6-$12" multiplier is the single most-quoted business-case number in the self-service literature. Internal discipline says don't use it without primary attribution.