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Rick DeLisi
Digital Customer Service
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About the Authors
Foreword
Страница 8
SECTION One The Problem with Customer Service and the Digital Opportunity
CHAPTER 1 The Win-Win-Win-Win
CUSTOMER SERVICE AT AN INFLECTION POINT
Who Wins When Customer Service Achieves Digital Transformation?
THE DIFFERENCE BETWEEN “DIGITAL CUSTOMER SERVICE” AND DCS
Customers Live on Their Screens; Shouldn't You?
TWO VERY DIFFERENT EXPERIENCES
EXAMPLE
Story: “Phone” and “Voice” Aren't the Same Thing
WIN #1: THE BENEFITS OF DCS FOR COMPANIES
The First Hurdle: Calculating the Business Value of Transforming to DCS
EXAMPLE
Preview of “DCS in Action” Stories
WIN #2: THE BENEFITS OF DCS FOR CUSTOMERS
The Second Hurdle: Customers Expect Digital Experiences to Be Seamless and Perfect
Eliminating the Negative
Making Me Feel Smart
DCS = Customer-Centricity
WIN #3: THE BENEFITS OF DCS FOR AGENTS
The Third Hurdle: Getting Your Frontline Team on Board
The Impact on Staffing Levels/Headcount
WIN #4: THE BENEFITS OF DCS FOR SERVICE EXECUTIVES AND LEADERS
The Final Hurdle: What's in It for Me?
Smarter Analytics = Easier Improvement Opportunities
Consider Your Next Performance Review
CUSTOMERS HAVE TRANSFORMED; SO SHOULD YOUR COMPANY
KEY TAKEAWAYS: CHAPTER 1
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