Digital customer service : transforming customer experience for an on-screen world / Rick DeLisi, Dan Michaeli.

Format:

Book

Author/Creator:

Michaeli, Dan, author.

Language:

English

Subjects (All):

Customer services.

Physical Description:

1 online resource (251 pages)

Place of Publication:

Hoboken, New Jersey : John Wiley & Sons, Inc., [2021]

Summary:

"This book describes how the digital transformation of Customer Service at both an operational and cultural level is happening at some companies right now--and why customers love it. Digital customer service is turning out to be easier, more cost-effective, and more personally rewarding than most would have expected--even within legacy companies that were founded 50 or 100 years ago. Digital Customer Service explains how every service interaction can and should happen right on the customer's own screen?any screen?including phone calls, chat, and self-service. The transformational result is happier customers, lower customer service costs, and higher profit. This book provides leaders in Customer Service, Customer Experience, and other customer-facing functions with new tools, frameworks, and guidance that will help them serve their customers in ways that are fundamentally different. As people have become increasingly digital-first in the way they live, so must the companies who serve them."-- Provided by publisher.

Contents:

Cover

Title Page

Copyright Page

Contents

About the Authors

Foreword

Preface: Now It's Our Turn

Section 1 The Problem with Customer Service and the Digital Opportunity

Chapter 1 The Win-Win-Win-Win

Customer Service at an Inflection Point

The Difference Between "Digital Customer Service" and DCS

Two Very Different Experiences

Win #1: The Benefits of DCS for Companies

Win #2: The Benefits of DCS for Customers

Win #3: The Benefits of DCS for Agents

Win #4: The Benefits of DCS for Service Executives and Leaders

Customers Have Transformed

So Should Your Company

Key Takeaways: Chapter 1

Chapter 2 The Peaks and Valleys of Customer Service

It Wasn't Always This Way

How Did Customer Service Become Such an Easy "Punching Bag?"

Customers Are Wired for Negative Reactions

Companies Are Wired for Efficiency

Cost Eats Quality for Lunch

Evolution of Customer Service: The "Quality Valley"

Key Takeaways: Chapter 2

Chapter 3 Digital Self-Service Changed Things Forever

The Citi Never Sleeps

From Migration to Expectation to Demand

Never Going Back Again

Evolution of Customer Service: The Digital Self-Service Explosion

Why the "Bolt-On" Approach Doesn't Cut It Anymore

Social Media: Salt in the Wound

Key Takeaways: Chapter 3

Section 2 DCS Terminology Overview

Chapter 4 The Three OnScreen Pillars of DCS

Climbing out of the Valley of Expectations

DCS Defined

OnScreen Collaboration: Getting on the Same Page

Digital-Also vs. Digital-Only vs. Digital-First

How to Build a Business Case for DCS

Key Takeaways: Chapter 4

Section 3 DCS Transformation Overview

Chapter 5 The Process - A Step-by-Step Guide

Put It on the Screen

"Cooking Up" the Ideal Digital Service Strategy

Step 1: Get the Right Ingredients.

Step 2: Learn Which Dishes People Like Best

Step 3: Serve Your Best Dishes Consistently

Earning Your Michelin Stars

Key Takeaways: Chapter 5

Chapter 6 The People - Empowering Agents, Leaders, and (Even) Bots

From Call Center to Contact Center to "Collaboration" Center

The Agents: Rise of the Superagent

The Leaders: Retaining and Attracting the Best People

The Bots: Humans and Machines Working as a Team

"Confidence Equity" Works Both Ways - For Customers and Agents

Key Takeaways: Chapter 6

Chapter 7 The Positioning - How DCS Future-Proofs Your Company

Time to Move to the Center of the Universe

Internally: It's a 6 × 3 and A-to-Z World

Externally: CX Is the Last Frontier for Differentiation

Key Takeaways: Chapter 7

Epilogue: To Infinity and Beyond

Why Did You Get Into This Business?

Digital Customer Service FAQs

Can A Business With Limited Digital Self-Service Transform To DCS?

How Will Dcs Operate If Our Company Has An Existing CRM Platform?

How Do Chatbots Fit In With DCS?

How Does an Existing Knowledge Base Fitin With DCS?

How Does An Sms/Messaging Focused Strategy Fit In With DCS?

How Is DCS Different For Specific Industries?

How Does DCS Work In A "Mobile" Environment?

How Does DCS Compare to CCaaS?

How Does DCS Compare to an "Omni-Channel "Contact Center?

How Does WFM / WFO (Workforce Management /Optimization) Fit In A DCS World?

How Will IVR Technology Change With DCS?

How Does DCS Fit In With an on-Premises Call Center?

What Are Security, Privacy, and Compliance Considerations For DCS?

How Will AR/VR or Future Technology Change DCS?

Notes

Chapter 2: The Peaks and Valleys of Customer Service

Chapter 3: Digital Self-Service Changed Things Forever

Chapter 5: The Process - A Step-By-Step Guide.

Chapter 7: The Positioning - How DCS Future-Proofs Your Company

Index

EULA.

Notes:

Includes index.

Description based on print version record.

ISBN:

1-119-84206-9

1-119-84207-7

OCLC:

1267760908