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>>How
can we improve customer service delivery in the face of
growing customer needs and technological advancement?
How
can we improve customer service delivery
in the face of growing customer needs
and technological advancement?
My
advice is to keep a close eye on your customers'
expectations for each of the contact channels used
today. Years ago, the only way customers contacted
companies was via postal mail and 800#. Now, we have to
ensure we are making diverse channels available like
email, chat, and 24-hour IVR. It's not enough to simply
make cutting-edge channels available, however. You've
got t ensure timely and accurate responses for each challenge.
I'd
suggest surveying a random sample of your customers for
each of yoru contact channels to find out how you're
doing and to look for opportunities to improve your
service and response for each channel.
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