Technology and Human Capital: Future Directions for Customer Service

Future Directions for Customer Service

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Regular Price: USD 1,500.00

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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

Table of Contents

Technology and Human Capital: Future Directions for Customer ServiceAttracting and Training Top Talent for Greater ProfitabilityIntroductionThe Impact of Technology and Demographics on Service DeliveryHuman Interaction in Service DeliveryNew Technology and The Adoption of Virtual Service Require New Skill-SetsTechnology and Its Impact on Communication and Personalized ServiceSocial Media and Customer ServiceCustomer Service: The Way ForwardSummary and RecommendationsConclusion

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