- Cover
- Title Page
- Copyright
- Dedication
- About the Authors
- Foreword
- Preface: Now It's Our Turn
- SECTION One: The Problem with Customer Service and the Digital Opportunity
- CHAPTER 1: The Win-Win-Win-Win
- CUSTOMER SERVICE AT AN INFLECTION POINT
- THE DIFFERENCE BETWEEN “DIGITAL CUSTOMER SERVICE” AND DCS
- TWO VERY DIFFERENT EXPERIENCES
- WIN #1: THE BENEFITS OF DCS FOR COMPANIES
- WIN #2: THE BENEFITS OF DCS FOR CUSTOMERS
- WIN #3: THE BENEFITS OF DCS FOR AGENTS
- WIN #4: THE BENEFITS OF DCS FOR SERVICE EXECUTIVES AND LEADERS
- CUSTOMERS HAVE TRANSFORMED; SO SHOULD YOUR COMPANY
- KEY TAKEAWAYS: CHAPTER 1
- CHAPTER 2: The Peaks and Valleys of Customer Service
- IT WASN'T ALWAYS THIS WAY
- HOW DID CUSTOMER SERVICE BECOME SUCH AN EASY “PUNCHING BAG?”
- CUSTOMERS ARE WIRED FOR NEGATIVE REACTIONS
- COMPANIES ARE WIRED FOR EFFICIENCY
- COST EATS QUALITY FOR LUNCH
- EVOLUTION OF CUSTOMER SERVICE: THE “QUALITY VALLEY”
- KEY TAKEAWAYS: CHAPTER 2
- NOTES
- CHAPTER 3: Digital Self-Service Changed Things Forever
- THE CITI NEVER SLEEPS
- FROM MIGRATION TO EXPECTATION TO DEMAND
- NEVER GOING BACK AGAIN
- EVOLUTION OF CUSTOMER SERVICE: THE DIGITAL SELF-SERVICE EXPLOSION
- WHY THE “BOLT-ON” APPROACH DOESN'T CUT IT ANYMORE
- SOCIAL MEDIA: SALT IN THE WOUND
- EVOLUTION OF CUSTOMER SERVICE: THE “EXPECTATION VALLEY”
- KEY TAKEAWAYS: CHAPTER 3
- NOTES
- SECTION Two: DCS Terminology Overview
- CHAPTER 4: The Three OnScreen Pillars of DCS
- CLIMBING OUT OF THE VALLEY OF EXPECTATIONS
- EVOLUTION OF CUSTOMER SERVICE: THE INFLECTION POINT
- DCS DEFINED
- ONSCREEN COLLABORATION: GETTING ON THE SAME PAGE
- DIGITAL-ALSO VS. DIGITAL-ONLY VS. DIGITAL-FIRST
- HOW TO BUILD A BUSINESS CASE FOR DCS
- KEY TAKEAWAYS: CHAPTER 4
- SECTION Three: DCS Transformation Overview
- CHAPTER 5: The Process – A Step-by-Step Guide
- PUT IT ON THE SCREEN
- “COOKING UP” THE IDEAL DIGITAL SERVICE STRATEGY
- STEP 1: GET THE RIGHT INGREDIENTS
- STEP 2: LEARN WHICH DISHES PEOPLE LIKE BEST
- STEP 3: SERVE YOUR BEST DISHES CONSISTENTLY
- EARNING YOUR MICHELIN STARS
- KEY TAKEAWAYS: CHAPTER 5
- NOTE
- CHAPTER 6: The People – Empowering Agents, Leaders, and (Even) Bots
- FROM CALL CENTER TO CONTACT CENTER TO “COLLABORATION” CENTER
- THE AGENTS: RISE OF THE SUPERAGENT
- THE LEADERS: RETAINING AND ATTRACTING THE BEST PEOPLE
- THE BOTS: HUMANS AND MACHINES WORKING AS A TEAM
- “CONFIDENCE EQUITY” WORKS BOTH WAYS – FOR CUSTOMERS AND AGENTS
- KEY TAKEAWAYS: CHAPTER 6
- Epilogue: To Infinity and Beyond
- Digital Customer Service FAQs
- CAN A BUSINESS WITH LIMITED DIGITAL SELF-SERVICE TRANSFORM TO DCS?
- HOW WILL DCS OPERATE IF OUR COMPANY HAS AN EXISTING CRM PLATFORM?
- HOW DO CHATBOTS FIT IN WITH DCS?
- HOW DOES AN EXISTING KNOWLEDGE BASE FIT IN WITH DCS?
- HOW DOES AN SMS/MESSAGING FOCUSED STRATEGY FIT IN WITH DCS?
- HOW IS DCS DIFFERENT FOR SPECIFIC INDUSTRIES?
- HOW DOES DCS WORK IN A “MOBILE” ENVIRONMENT?
- HOW DOES DCS COMPARE TO CCaaS?
- HOW DOES DCS COMPARE TO AN “OMNI-CHANNEL” CONTACT CENTER?
- HOW DOES WFM / WFO (WORKFORCE MANAGEMENT / OPTIMIZATION) FIT IN A DCS WORLD?
- HOW WILL IVR TECHNOLOGY CHANGE WITH DCS?
- HOW DOES DCS FIT IN WITH AN ON-PREMISES CALL CENTER?
- WHAT ARE SECURITY, PRIVACY, AND COMPLIANCE CONSIDERATIONS FOR DCS?
- HOW WILL AR/VR OR FUTURE TECHNOLOGY CHANGE DCS?
- Index
- End User License Agreement
RICK DELISI
DAN MICHAELI
DIGITAL CUSTOMER SERVICE
Transforming Customer Experience for an On-Screen World
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