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!