How is customer service changing? It’s not as simple as it was before. Instead of a single channel or non-integrated multi-channel, customer service has evolved into a dynamic platform for customer experience delivery. Customer expectations are continually rising and reframing the customer service model. Artificial intelligence, machine learning, chatbots, and self-service are impacting the customer service landscape. And customer service is transforming from a cost center to a revenue driver and transformation engine.
How are customer service professionals managing this change and preparing for the future? How are customer service professionals managing so many balls in the air— strategy, budgeting, stakeholders, and trends—all digitally transforming their organization?
Join us for a three-part series, Extending the Value of Customer Service, with Esteban Kolsky of ThinkJar. Esteban will share insights from interviews with 124 customer service professionals in the ThinkJar 2018 Customer Service Report. Esteban and Microsoft customer service experts will discuss what customer service professionals are doing now and planning for in the future.
In Part 1 of The Evolving Role of Customer Service we’ll explore how:
- A data-driven, automated, and platform-based approach to operations is transforming customer service
- Customer service is evolving from a single-interaction resolution to an end-to-end experience
- Customer expectations are reframing the customer service model and more
Sign up today!
Register for Part 1: The Evolving Role of Customer Service, Thursday, January 17th at 10:00 AM PT.
Register for Part 2: The New Age of Customer Service Automation, Thursday, February 7th at 10:00 AM PT.
Register for Part 3: Optimizing the Customer Service Agent Experience, Thursday, February 21st at 10:00 AM PT.