How to Deliver an Exceptional Customer Service
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The customer service technology, tools and processes have evolved tremendously, accelerating in the last few years, and so have the requirements for your people. But what have been the biggest changes in recent years? And how will this continue to develop?
In this report we look at the developments on the people side of customer service (such as outsourcing and employee engagement) as well as the processes and technology side (data & analytics, self-service, automation, and VOC). We also delve into how the main disruptor of the 21st century – digital – links people, processes and technology together into a seamless and consistent omni-channel model.
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The trends and challenges are illustrated with in-depth interviews with industry leaders and case studies from organisations that excel in their field, including the COO of Atom Bank, the Customer Services Director of Staples, Customer Service Director of boohoo.com, the Vice President and CX Transformist of Temkin Group and the General Manager – Digital Care of BT. They provide you with the ultimate guide to delivering an excellent customer service with your contact centre in 2016 and beyond.