7 Innovations to Reinvent Phone Customer Service

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According to a 2007 Forrester survey of executives, 57% of respondents thought that their company’s phone customer service was average, below average or poor. However, innovations across technology, process, and people in this area have re-configured the economics and flexibility of phone-based customer service. As most companies struggle to find ways to provide superior customer service experiences, a savvy few are already exploiting these innovations, grabbing the “low-hanging fruit” that has been there for the taking—the clunky old phone channel! These companies are enhancing brand loyalty, extending their competitive advantage, and reaping operational benefits by doing so. This paper discusses seven such innovations—some incremental and some rule-changing—that you can leverage to get your phone customer service to new levels and drive business growth.

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