But we know that businesses must be pragmatic in choosing initiatives that will help deliver service in line with customer expectations, and at a cost that makes sense to the business.
Companies are looking at many ways to move the needle on customer service by leveraging the power of social media, mobile, and new cloud-based deployment methods. However, I hear few companies talking about what they are doing to optimize the customer service agent’s experience so that he can deliver better service to his customers.
Today, customer service agents use tens, if not hundreds, of disconnected systems to address a customer’s request. Have a look at the example of a desktop that Jacada gave me — lots of apps, and even some green-screen apps!