Читать книгу Digital Customer Service - Rick DeLisi - Страница 31

Asking this question might feel selfish at some level. Because if there is a new strategy or solution that will help your company, as well as your customers and your team – well, those should be reasons enough for you to be moved to action, right?

But (c'mon!) don't we always factor any decision or strategy around the question: “How is this going to benefit me?”

And, like the other hurdles, this one is also close to a no-brainer. Based on the experiences of those service leaders who are further down the road of digital transformation, creating a lower-effort digital experience for customers is also lower-effort for leaders, managers, and supervisors.

Because DCS creates a “channelless” experience, there is no need to manage separate teams – one for chat, one for phone, one for text/social, etc. You are managing an entire team of “superagents.” As such, you will begin to attract and retain better talent. The greater the job satisfaction, the easier it is to manage people.