Assuming the existence of a well thought out customer service strategy and process, what then tends to get in the way of good customer service execution is the ability (or lack thereof) to quickly adapt to rapidly changing customer service needs, and, reliably dedicate time to development of a dynamic customer service process!
What do we mean by ‘dynamic customer service’? Wikipedia defines an emerging theory of ‘Customer dynamics’ described as customer-business relationships comprised of the ongoing interchange of information and transactions between customers and organizations. These exchanges occur over a wide range of communication channels, such as phone, email, web and text, including those outside of your organizational control like social media.
The exchanges defined above are typical functions of today’s contact centers. What is needed to deliver these exchanges is an efficient, flexible and dynamic system that adapts to the context of each customer while accommodating unique circumstances that each customer interaction presents. Therefore, by design a dynamic customer service process must be able to:
- Allow rapid access to customer information and customer service history
- Facilitate rapid change to customer service processes and call flows
- Be supported by scalable and reliable technology 24×7
In other words, the ability to be Agile is fundamental to creating and executing a dynamic customer service process. Download your complimentary PDF copy of our recently published white paper, Enabling the Agile Contact Center.