Customer service managers agree: the customer service field is becoming more valuable and more complex. Modern customers are smart: they educate themselves, and they interact and react using the channels they prefer – and increasingly, as recent studies have shown, those channels are digital.
Have you seen the latest fantastic, must-have app for your mobile phone, yet? Whatever it does, I wonder how often you’ll use it once you’ve installed it?
Gary Hodkinson, Business Development Director at inovoo, discusses how the smartphone won’t replace the call center but, if implemented as part of a multi-channel customer dialog solution, it will reduce customer support costs.
Here’s a curious thing – some people have labeled my scruffy little dog as a “rat on a stick”, which almost became a perverse truth when she recently decided to eat a full meal of rat poison while I was trying to enjoy a pint of English ale one Sunday afternoon in a sunny pub garden.