Digital Customer Service: Transforming Customer Experience for an On-Screen World

ISBN-13: 9781119841906 / Angielski / Twarda / 2021 / 256 str.

Dan Michaeli

Spis treści

Foreword by Corrie CarriganPreface: Now It's Our TurnSection I: The Problem With Customer Service and the Digital OpportunityChapter 1: The Win-Win-Win-WinCustomer Service At An Inflection PointThe Difference Between "digital customer service" and DCSTwo Very Different ExperiencesStory: "Phone" and "Voice" Aren't The Same ThingWin #1: The Benefits of DCS For CompaniesWin #2: The Benefits of DCS For CustomersWin #3: The Benefits of DCS For AgentsWin #4: The Benefits of DCS For Service Executives and LeadersCustomers Have Transformed, So Should Your CompanyKey Takeaways: Chapter 1Chapter 2: The Peaks and Valleys of Customer ServiceIt Wasn't Always this WayStory: The BillboardHow Did Customer Service Become Such An Easy "Punching Bag?"Customers Are Wired For Negative ReactionsCompanies Are Wired For EfficiencyCost Eats Quality For LunchEvolution of Customer Service: The "Quality Valley"Key Takeaways: Chapter 2Chapter 3: Digital Self-Service Changed Things ForeverThe Citi Never SleepsFrom Migration to Expectation to DemandNever Going Back AgainStory: Three Sad FacesEvolution of Customer Service: The Digital Self-Service ExplosionWhy The "Bolt-On" Approach Doesn't Cut It AnymoreSocial Media: Salt in the WoundEvolution of Customer Service: The "Expectation Valley"Key Takeaways: Chapter 3Section II - DCS Terminology OverviewChapter 4: The 3 OnScreen Pillars Of DCSClimbing Out of the Valley of ExpectationsEvolution of Customer Service: The Inflection PointDCS DefinedOnScreen CommunicationOnScreen CollaborationOnScreen AutomationOnScreen Collaboration: Getting On The Same PageDCS in Action: CoBrowsing Creates Major Efficiency ImprovementsDigital-Also vs. Digital-Only vs. Digital-FirstHow to Build a Business Case for DCSAdded Bonus: DCS is More SecureGet Your Agents To Stop Asking This One QuestionKey Takeaways: Chapter 4Section III - DCS Transformation OverviewChapter 5: The Process - A Step-by-Step GuidePut It On The Screen"Cooking Up" The Ideal Digital Service StrategyStep 1: Get the Right IngredientsThe Digital Customer Service Journeys GridThe "Secret Ingredient": OnScreen VoiceSo, Do You Still NEED a Phone Number For Customer Service?Step 2: Learn Which Dishes People Like BestDigital Self-Serve Inventory (2x2)New Ways Of Learning About Customer Behavior in Self-ServiceStep 3: Serve Your Best Dishes ConsistentlyVirtual Assistance vs. Live AssistanceJourneys Based On The "Process" Not The "Person"Earning Your Michelin StarsKey Takeaways: Chapter 5Chapter 6: The People - Empowering Agents, Leaders and (even) BotsFrom Call Center to Contact Center to "Collaboration" CenterThe Evolution of Role ExpectationsThe Agents: Rise of the "Superagent"What IS In It For Your Team?What Does The Term Customer Service "Rep" Mean in DCS?Story: AHT vs. THTThe Leaders: Retaining and Attracting the Best PeopleThe Hiring Profile of Agents in a DCS EnvironmentSample "Situational Interview" QuestionsThe Bots: Humans and Machines Working As A TeamHere to Help You, Not Replace YouThe "HR Department" for Your Virtual TeamManaging Microbots with Specialized Skill SetsDCS in Action: AI Management DeploymentLive Assistance? Virtual Assistance? Or A "Hybrid" of BOTH?"Confidence Equity" Works Both Ways--For Customers and AgentsStory: Standing On The 50-Yard LineKey Takeaways: Chapter 6Chapter 7: The Positioning - How DCS Future-Proofs Your CompanyTime To Move To The Center Of The UniverseInternally: It's a 6x3 and A-to-Z WorldThe Dichotomy of ExpectationsStory: The Ultimate "Effortless Experience"Externally: CX is The Last Frontier For DifferentiationPositioning "Digital CX" As A DifferentiatorDCS in Action: Differentiating Service for International CustomersKey Takeaways: Chapter 7Epilogue: To Infinity and BeyondDigital Customer Service FAQsNotesIndex

O autorze

RICK DELISI has been researching customer service and customer experience for the past two decades. He is the co-author of the bestselling book The Effortless Experience, and has written several pieces published in the Harvard Business Review. Prior to working in customer service he was a journalist, winning four Associated Press awards for outstanding feature reporting.DAN MICHAELI is CEO and Co-Founder of Glia, the New York-based technology company that has become an industry leader in Digital Customer Service. The Glia platform helps businesses reinvent how they support customers in a digital world. He is an award-winning speaker who has been a contributor to numerous publications including Forbes.