Customer Service Optimization

Hi All,


                  

Customers want efficient, effortless service from the touchpoint and communication channel of their choice. They want to receive accurate, relevant, and complete answers to their questions upon first contact with a company.

Why is it so important to deliver on customer expectations? Customer satisfaction correlates to customer loyalty, and loyalty has economic benefits.

We also know that it is difficult to deliver customer service in line with customer expectations. Our customer service technology ecosystem is increasingly complex. Social technologies have disrupted traditional communications, and smartphones and tablets have made the delivery of consistent experiences across touchpoints more challenging. And the number of vendor mergers and acquisitions has complicated vendor selection. So how do you do better?

• Discover what matters for customer service

Understand customer-facing, agent-facing, and technology trends that are shaping the future of customer service–trends like changes in communication channel usage by demographic, mobility solutions for customer service, the value of tighter coupling of knowledge management to case management, the rising importance of outsourcing, cloud-based technologies, and the evolving technology landscape.

• Plan for improvements

Assess your current operations against best practices to understand your strengths and pinpoint areas of opportunity. This will help you build a concrete plan for improvements and lay out a technology adoption road map.

• Act on your findings

With your planning in place, it’s time to choose whether to outsource customer service operations and/or technology, buy it from a vendor, or in unique cases, build it yourself. This decision is very important, as the vendor landscape is broad, mature, and rife with mergers and acquisitions. Partnering with the right technology provider can make or break your operations.

•  Optimize

Customer service is no longer viewed as just a cost center. Key success metrics have historically focused on productivity, efficiency, and regulatory compliance instead of customer satisfaction.

Courtesy: http://blogs.forrester.com/kate_leggett/13-02-28-four_steps_for_optimizing_customer_service_operations

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