Recommended Reading: Harvard Business Review “Kick-Ass Customer Service”

When we think about Customer Service Management (CSM), self-service is a game-changing innovation for the customer. The service empowers them to solve many of their straightforward issues quickly and easily without ever having to interact with Customer Service representatives.

However, this translates to the front lines of customer care centers to field far more complex issues…issues that representatives are not prepared to address. This shift is forcing organizations to rethink how they staff that initial contact with the customer with diverse, elevated competencies in order to provide a flawless experience to their clients out of the gate.

This article is a great exploration of how organizations will have to look at CSM talent in the future!

Harvard Business Review: "Kick-Ass Customer Service"

Customer Service Management Breakfast (07/20/17) Slides

Download slides from our 07/20/17 Customer Service Management Breakfast. Content includes:

  • The Team Sport of Delivering Customer Service on the Digital Platform
    Abhijit Mitra, General Manager of Customer Service Management, ServiceNow
  • Optum Case Study: Enterprise Issue Management Overview
    Dave Barry, Senior Director of Process Improvement, Optum
  • Aeritae Service Management Point of View
    Allen Debes, EVP of Delivery and Business Operations, Aeritae