Customer service is changing and the revolution is well underway. Customer service is quickly becoming the epicenter for leading customer experience and customer engagement initiatives, focusing on consistently delivering a positive customer experience to continually build engagement. These initiatives are reinventing customer service, helping organizations become more strategic, and adapt to the way customers want to be served.
More and more customers are demanding more and more control of the conversation. They want better access to information and their issues resolved immediately with self-service options rising in popularity. The use of voice is quickly becoming the channel of last resort—with email and chat sparring for the lead. It’s a brave new world and those that evolve will excel.
In the midst of all this change, how is technology helping customer service organizations meet these demands? What type of infrastructure is needed? How do you move forward with legacy applications and databases? How do you leverage artificial intelligence, machine learning, chatbots, and web self-service to provide the level of service your customers demand? How does it impact existing systems? How can you automate transactions while generating better customer satisfaction? How do you measure efficiency and effectiveness, and how do these correlate to strategic KPIs, the bottom line, and strategic goals for customer service and the organization as a whole?
You’ve got questions. We’ve got answers.
Don’t miss part two of this webinar series with industry thought leader, Esteban Kolsky, principal and founder of thinkJar, an advisory and research think tank focused on customer strategies. Esteban has acquired more than 25 years of experience in customer service and CRM consulting, research, and advisory services. Esteban will answer these questions and share findings from interviews with 124 customer service professionals in the thinkJar 2018 Customer Service Report. Esteban and Microsoft experts will discuss what customer service professionals are doing now and planning for in the future.
Register today for Part 2: The New Age of Customer Service, Thursday, February 7 at 10am PT.
And, register for Part 3: Optimizing the Customer Service Agent Experience, Thursday, February 21 at 10am PT.
If you missed Part 1: The Evolving Role of Customer Service, don’t worry! You can watch a replay of the webinar.