Building the Channel Agnostic Customer Service Platform
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.
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