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Digital customer service : transforming customer experience for an on-screen world /
"This book describes how the digital transformation of Customer Service at both an operational and cultural level is happening at some companies right now--and why customers love it. Digital customer service is turning out to be easier, more cost-effective, and more personally rewarding than mo...
| Clasificación: | Libro Electrónico |
|---|---|
| Autores principales: | , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Hoboken, New Jersey :
John Wiley & Sons, Inc.,
[2021]
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 100 | 1 | |a DeLisi, Rick, |e author. | |
| 245 | 1 | 0 | |a Digital customer service : |b transforming customer experience for an on-screen world / |c Rick DeLisi, Dan Michaeli. |
| 264 | 1 | |a Hoboken, New Jersey : |b John Wiley & Sons, Inc., |c [2021] | |
| 300 | |a 1 online resource (xxiv, 224 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 504 | |a Includes bibliographical references and index. | ||
| 505 | 0 | |a <P>Foreword by Corrie Carrigan</p> <p>Preface: Now It's Our Turn</p> <p><b>Section I: The Problem With Customer Service and the Digital Opportunity </b></p> <p><b>Chapter 1: The Win-Win-Win-Win </b></p> <p>Customer Service At An Inflection Point</p> <p>The Difference Between "digital customer service" and DCS </p> <p>Two Very Different Experiences</p> <p>Story: "Phone" and "Voice" Aren't The Same Thing </p> <p>Win #1: The Benefits of DCS For Companies </p> <p>Win #2: The Benefits of DCS For Customers </p> <p>Win #3: The Benefits of DCS For Agents</p> <p>Win #4: The Benefits of DCS For Service Executives and Leaders </p> <p>Customers Have Transformed, So Should Your Company</p> <p>Key Takeaways: Chapter 1 </p> <p><b>Chapter 2: The Peaks and Valleys of Customer Service </b></p> <p>It Wasn't Always this Way </p> <p>Story: The Billboard </p> <p>How Did Customer Service Become Such An Easy "Punching Bag?" </p> <p>Customers Are Wired For Negative Reactions </p> <p>Companies Are Wired For Efficiency </p> <p>Cost Eats Quality For Lunch </p> <p>Evolution of Customer Service: The "Quality Valley" </p> <p>Key Takeaways: Chapter 2 </p> <p><b>Chapter 3: Digital Self-Service Changed Things Forever </b></p> <p>The Citi Never Sleeps </p> <p>From Migration to Expectation to Demand </p> <p>Never Going Back Again</p> <p>Story: Three Sad Faces </p> <p>Evolution of Customer Service: The Digital Self-Service Explosion</p> <p>Why The "Bolt-On" Approach Doesn't Cut It Anymore </p> <p>Social Media: Salt in the Wound</p> <p>Evolution of Customer Service: The "Expectation Valley"</p> <p>Key Takeaways: Chapter 3 </p> <p><b>Section II -- DCS Terminology Overview </b></p> <p><b>Chapter 4: The 3 OnScreen Pillars Of DCS </b></p> <p>Climbing Out of the Valley of Expectations </p> <p>Evolution of Customer Service: The Inflection Point </p> <p>DCS Defined </p> <p>OnScreen Communication </p> <p>OnScreen Collaboration</p> <p>OnScreen Automation </p> <p>OnScreen Collaboration: Getting On The Same Page </p> <p>DCS in Action: CoBrowsing Creates Major Efficiency Improvements </p> <p>Digital-Also vs. Digital-Only vs. Digital-First </p> <p>How to Build a Business Case for DCS </p> <p>Added Bonus: DCS is More Secure </p> <p>Get Your Agents To Stop Asking This One Question </p> <p>Key Takeaways: Chapter 4 </p> <p><b>Section III -- DCS Transformation Overview </b></p> <p><b>Chapter 5: The Process -- A Step-by-Step Guide </b></p> <p>Put It On The Screen </p> <p>"Cooking Up" The Ideal Digital Service Strategy </p> <p>Step 1: Get the Right Ingredients </p> <p>The Digital Customer Service Journeys Grid </p> <p>The "Secret Ingredient": OnScreen Voice </p> <p>So, Do You Still NEED a Phone Number For Customer Service? </p> <p>Step 2: Learn Which Dishes People Like Best </p> <p>Digital Self-Serve Inventory (2x2) </p> <p>New Ways Of Learning About Customer Behavior in Self-Service</p> <p>Step 3: Serve Your Best Dishes Consistently </p> <p>Virtual Assistance vs. Live Assistance </p> <p>Journeys Based On The "Process" Not The "Person" </p> <p>Earning Your Michelin Stars </p> <p>Key Takeaways: Chapter 5 </p> <p><b>Chapter 6: The People -- Empowering Agents, Leaders and (even) Bots </b></p> <p>From Call Center to Contact Center to "Collaboration" Center </p> <p>The Evolution of Role Expectations </p> <p>The Agents: Rise of the "Superagent" </p> <p>What IS In It For Your Team? </p> <p>What Does The Term Customer Service "Rep" Mean in DCS? </p> <p>Story: AHT vs. THT </p> <p>The Leaders: Retaining and Attracting the Best People </p> <p>The Hiring Profile of Agents in a DCS Environment </p> <p>Sample "Situational Interview" Questions </p> <p>The Bots: Humans and Machines Working As A Team </p> <p>Here to Help You, Not Replace You </p> <p>The "HR Department" for Your Virtual Team </p> <p>Managing Microbots with Specialized Skill Sets </p> <p>DCS in Action: AI Management Deployment </p> <p>Live Assistance? Virtual Assistance? Or A "Hybrid" of BOTH? </p> <p>"Confidence Equity" Works Both Ways -- For Customers and Agents </p> <p>Story: Standing On The 50-Yard Line </p> <p>Key Takeaways: Chapter 6 </p> <p><b>Chapter 7: The Positioning -- How DCS Future-Proofs Your Company </b></p> <p>Time To Move To The Center Of The Universe </p> <p>Internally: It's a 6x3 and A-to-Z World </p> <p>The Dichotomy of Expectations</p> <p>Story: The Ultimate "Effortless Experience" </p> <p>Externally: CX is The Last Frontier For Differentiation </p> <p>Positioning "Digital CX" As A Differentiator </p> <p>DCS in Action: Differentiating Service for International Customers </p> <p>Key Takeaways: Chapter 7 </p> <p>Epilogue: To Infinity and Beyond</p> <p>Digital Customer Service FAQs</p> <p>Notes</p> <p>Index</p> | |
| 520 | |a "This book describes how the digital transformation of Customer Service at both an operational and cultural level is happening at some companies right now--and why customers love it. Digital customer service is turning out to be easier, more cost-effective, and more personally rewarding than most would have expected--even within legacy companies that were founded 50 or 100 years ago. Digital Customer Service explains how every service interaction can and should happen right on the customer's own screen?any screen?including phone calls, chat, and self-service. The transformational result is happier customers, lower customer service costs, and higher profit. This book provides leaders in Customer Service, Customer Experience, and other customer-facing functions with new tools, frameworks, and guidance that will help them serve their customers in ways that are fundamentally different. As people have become increasingly digital-first in the way they live, so must the companies who serve them."-- |c Provided by publisher. | ||
| 588 | |a Description based on online resource; title from digital title page (viewed on April 25, 2022). | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Customer services. | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 7 | |a Customer services |2 fast | |
| 700 | 1 | |a Michaeli, Dan, |e author. | |
| 776 | 0 | 8 | |i Print version: |a DeLisi, Rick. |t Digital customer service |d Hoboken, New Jersey : John Wiley & Sons, Inc., [2021] |z 9781119841906 |w (DLC) 2021024441 |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9781119841906/?ar |z Texto completo (Requiere registro previo con correo institucional) |
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| 938 | |a YBP Library Services |b YANK |n 302445366 | ||
| 938 | |a EBSCOhost |b EBSC |n 3026140 | ||
| 994 | |a 92 |b IZTAP | ||