Project Management

Building the Channel Agnostic Customer Service Platform

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Executive Summary

Smart phones and technology advancements have revolutionized the way people behave, interact, consume and live. However, organizations have conspired to make it a little too easy to efficiently "process" customers, rather than figuring how to effectively and intelligently "serve" them. This is increasingly causing frustrating customer service experience and increasing the divide between what customers want and what organization do.

'Future Ready' Customer Service means staying agile. It's about redesigning customer service operations to be "agnostic" in how they deliver "satisfaction" through available call-center and web channels. Where possible, it's about delivering that satisfaction without any need for customers to use either channel, which can be accomplished with smarter engineering of "intuitive" products and services at the outset. The channel-agnostic Future Ready customer service platform relies on predictive analytics to expand self-serve options even as it increases opportunities for representatives to cross-sell or up-sell when they do engage customers. In the process it transforms the customer service function from a cost proposition to a value proposition.

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