Technology and Human Capital: Future Directions for Customer Service

Technology and Human Capital: Future Directions for Customer Service

Future Directions for Customer Service

RELEASE DATE
29-Aug-2013
REGION
Europe
Research Code: 9857-00-38-00-00
SKU: IT00139-EU-MR_01133
AvailableYesPDF Download

$1,500.00

Special Price $1,125.00 save 25 %

In stock
SKU
IT00139-EU-MR_01133

$1,500.00

$1,125.00save 25 %

DownloadLink
ENQUIRE NOW

Description

All customers are not equal. Some customers are more profitable than others. Therefore, companies need to spend more to serve and retain the profitable customers. In essence, companies should understand the profitability of different segments of its customer base. And yet few companies actually measure the profitability of its different customer segments. Without understanding needs and profitability by segment, it is difficult to prioritize customer service investments and prescribe customer service levels. In the end technology alone will not resolve customer related issues. The key to success is to use technology to eliminate routine tasks, thereby giving CSPs greater time to bond with customers through direct interaction.

Table of Contents

Introduction

The Impact of Technology and Demographics on Service Delivery

Human Interaction in Service Delivery

New Technology and The Adoption of Virtual Service Require New Skill-Sets

Technology and Its Impact on Communication and Personalized Service

Social Media and Customer Service

Customer Service: The Way Forward

Summary and Recommendations

Conclusion

Related Research
All customers are not equal. Some customers are more profitable than others. Therefore, companies need to spend more to serve and retain the profitable customers. In essence, companies should understand the profitability of different segments of its customer base. And yet few companies actually measure the profitability of its different customer segments. Without understanding needs and profitability by segment, it is difficult to prioritize customer service investments and prescribe customer service levels. In the end technology alone will not resolve customer related issues. The key to success is to use technology to eliminate routine tasks, thereby giving CSPs greater time to bond with customers through direct interaction.
More Information
No Index Yes
Podcast No
Author Suvradeep Bhattacharjee
Industries Information Technology
WIP Number 9857-00-38-00-00
Is Prebook No