These are interesting times for managing customer service. Smart phones and technology advancements have revolutionized the way people behave, interact, consume and live. However, organizations have conspired to make it a little too easy to efficiently "process" customers, rather than figuring how to effectively "serve" them. This is increasingly causing frustrating customer service experience and increasing the divide between what customers want and what organization do.
The key to future readiness is to stay agile and build channel agnostic customer service operations which start with the re-engineering product and service design. Future ready organizations would rely on predictive analytics to expand self-serve at the same time increase cross-sell or up-sell. The time to choose-between a stagnant past and a cutting-edge future to move customer service from creaky cost center to solid profit center-is now.
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