Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This seven-post series focuses on customer service technology and explains the what, why, how, and when technology questions.
Part 1 reviewed the customer service technology ecosystem.
Part 2 reviewed the challenges caused by the complexity of this technology ecosystem.
Part 3 reviewed the tactical outcomes of poor customer service.
Part 4 focused on the ways that the customer service technology ecosystem is changing.
Part 5 categorized technologies based on their ecosystem maturity.
So what does this all mean?
Many companies are focusing on delivering differentiated customer service experiences to their customers. But enhancing the quality of service delivery is a really difficult proposition given the complexity of the contact center technology ecosystem. Here are five recommendations to help you out: