Digital Customer Service

CHAPTER 6The People – Empowering Agents, Leaders, and (Even) Bots

What we'll share in this chapter:

• In a digital-first service environment, companies need to empower their people differently – setting them up for greater success by helping them redefine their own roles and to see the overall role of service in a different light.
• The transformation to DCS creates the need for a different talent strategy – who you'll be looking to hire going forward, and for what positions.
• Your “virtual staff” – bots – need to be thought of as “members of the team” as well. They should be hired, trained, and (in some cases) fired just like people, based on how well they learn and contribute to an improved customer experience.
• The best digital experience is often a “hybrid,” in which some parts of the experience include virtual assistance by bots and other parts include live assistance by an agent. Carefully curated hybrid journeys benefit the customer, but also make the agent's job much easier and more rewarding.

FROM CALL CENTER TO CONTACT CENTER TO “COLLABORATION” CENTER

The current operating and staffing model of most contact centers wasn't built for the way customers live today. But transforming to digital-first does NOT mean people-last. DCS requires more than just upgrades to systems and software, it is also essential to upgrade the image of the people who work in your Digital Customer ...