Digital Customer Service: Transforming Customer Experience for an On-Screen World

Foreword by Corrie Carrigan Preface: Now It's Our Turn Section I: 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 Story: "Phone" and "Voice" Aren't The Same Thing 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 Story: The Billboard 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 Chapter 3: Digital Self-Service Changed Things Forever The Citi Never Sleeps From Migration to Expectation to Demand Never Going Back Again Story: Three Sad Faces 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 Section II - DCS Terminology Overview Chapter 4: The 3 OnScreen Pillars Of DCS Climbing Out of the Valley of Expectations Evolution of Customer Service: The Inflection Point DCS Defined OnScreen Communication OnScreen Collaboration OnScreen Automation OnScreen Collaboration: Getting On The Same Page DCS in Action: CoBrowsing Creates Major Efficiency Improvements Digital-Also vs. Digital-Only vs. Digital-First How to Build a Business Case for DCS Added Bonus: DCS is More Secure Get Your Agents To Stop Asking This One Question Key Takeaways: Chapter 4 Section III - 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 The Digital Customer Service Journeys Grid The "Secret Ingredient": OnScreen Voice So, Do You Still NEED a Phone Number For Customer Service? Step 2: Learn Which Dishes People Like Best Digital Self-Serve Inventory (2x2) New Ways Of Learning About Customer Behavior in Self-Service Step 3: Serve Your Best Dishes Consistently Virtual Assistance vs. Live Assistance Journeys Based On The "Process" Not The "Person" Earning Your Michelin Stars Key Takeaways: Chapter 5 Chapter 6: The People - Empowering Agents, Leaders and (even) Bots From Call Center to Contact Center to "Collaboration" Center The Evolution of Role Expectations The Agents: Rise of the "Superagent" What IS In It For Your Team? What Does The Term Customer Service "Rep" Mean in DCS? Story: AHT vs. THT The Leaders: Retaining and Attracting the Best People The Hiring Profile of Agents in a DCS Environment Sample "Situational Interview" Questions The Bots: Humans and Machines Working As A Team Here to Help You, Not Replace You The "HR Department" for Your Virtual Team Managing Microbots with Specialized Skill Sets DCS in Action: AI Management Deployment Live Assistance? Virtual Assistance? Or A "Hybrid" of BOTH? "Confidence Equity" Works Both Ways--For Customers and Agents Story: Standing On The 50-Yard Line Key Takeaways: Chapter 6 Chapter 7: The Positioning - How DCS Future-Proofs Your Company Time To Move To The Center Of The Universe Internally: It's a 6x3 and A-to-Z World The Dichotomy of Expectations Story: The Ultimate "Effortless Experience" Externally: CX is The Last Frontier For Differentiation Positioning "Digital CX" As A Differentiator DCS in Action: Differentiating Service for International Customers Key Takeaways: Chapter 7 Epilogue: To Infinity and Beyond Digital Customer Service FAQs Notes Index