In tough times, the survival mantra is to do more with less. In the realm of customer service, though, this is easier said than done. Businesses are bearing the combined brunt of increased competition, commoditization of products and services, informed and demanding customers, proliferation of interaction channels and touchpoints, and pressure to cut costs.
So how can companies provide not just average but wow customer experiences at reduced costs? By implementing next-generation customer service strategies and best practices. This white paper discusses both at length.
We also know that choosing the right solution that will meet your specific customer engagement needs is tricky. In this paper you’ll find a checklist of capabilities that you should look for in a customer service solution, and some metrics that will help in evaluating solutions.