The amount of intelligence gathered through customer service is significant, in any industry. There’s far more value to handling customer contacts than improving the satisfaction and loyalty of customers, as vitally important as that is. So, how do you build the potential of customer interactions to deliver value? Assemble a small cross-functional team to explore how well your organization uses …
Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de la Cruz of Directly and I provide insight into artificial intelligence (AI), omnichannel strategies, and agent involvement in the future. If these are issues on your mind for the future of your customer service center, …
