Rick DeLisi - Digital Customer Service

Chapters 5– 7are a step-by-step guide for how to move away from a service-operation-centered phone interactions that are disconnected from the digital experience – by focusing on three strategic areas:Process – how to get started with DCS and accelerate your progressPeople – how DCS changes the way your people work, and the satisfaction they get from their jobsPositioning – how DCS gives your company a competitive advantage and positions service as a true differentiator

Everyone comes out a winner. The transformation to DCS creates benefits for all – for companies, their customers, their service teams, and those who lead them.

Don't focus on channels; the goal is seamlessness. DCS isn't about adding new digital channels to service, it's about creating digital customer journeys that move customers from self-service to agent-assistance in ways that are seamless and effortless for both the customer and the agent.

You must meet your customers where they are (x3!). While DCS enables customers to contact a company any way they like, it also meets them in two other ways: in the middle of the journey they have already started, and within their own personal transformation to living in an on-screen world.

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