As far as customer service technology is concerned, I guess if someone could add up the bill for what's been spent in the last decade, it …Read More
Next generation customer service is about orchestrating call centre, e-service, social network and peer to peer communities into single customer journeys that work fast first time and reduce customer effort.
Serving up those experiences are passionate, skilled and empowered brand ambassadors who increasingly link across the silos to join Customer Service, Marketing and Sales under One Agenda.
Online customer service has been through a pretty rapid evolution. Initially it hardly existed because the early wave of …Read More