White paper

Building the Channel Agnostic Customer Service Platform

GRC, HCM, Strategic Sourcing, Infrastructure Management
Participating Company: 
GENPACT

 

These are interesting times for managing customer service. On one hand, web and telephony based tools increasingly allow customers to self-serve more quickly and efficiently than if they waited on call-center staff for help. On the other hand, smart phone innovations are making it possible to serve customers in highly intuitive and effective ways that were unimaginable a few years ago.

 

Collectively, these two trends have encouraged a growing bias for, self-serve solutions wherever feasible, and for representative-facilitated solutions only where absolutely necessary.