7-Part Series On Customer Service Technology, Part 7: Next Steps For Moving The Needle On Customer Service Operations

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.

Part 6 focused on what this analysis means to customer service managers.

In this final post, I will focus on where do you go from here, now that we know what the core customer service technologies are, how mature they are, and what their business value is. I recommend a three-step process:

Read more