Technology and Human Capital: Future Directions for Customer Service
Technology and Human Capital: Future Directions for Customer Service
Future Directions for Customer Service
29-Aug-2013
Europe
$1,500.00
Special Price $1,125.00 save 25 %
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
Popular Topics
No Index | Yes |
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Podcast | No |
Author | Suvradeep Bhattacharjee |
Industries | Information Technology |
WIP Number | 9857-00-38-00-00 |
Is Prebook | No |