2019年第三版客户服务报告-英文版(附下载)

2019年第三版客户服务报告(英文版)

报告总览:

Faced with ever-rising customer standards for fast, personalized, and connected engagement — anytime and anywhere — customer service professionals have a completely different mandate than in the past. The C-suite has taken notice of how service can drive elevated customer experiences, differentiate brands, and drive new revenue streams. As a result, service leaders are investing in their people, processes, and technology to drive nothing short of a transformation.

面对快速,个性化和互联互动不断提升的客户标准,对客户服务专业人员的要求也与过去截然不同。高层注意到如何通过服务推动提升客户体验,使品牌获得区分度并提升收益。因此,服务业领导人正在对人员,流程和技术进行投资,以推动变革。

报告目录:

1、The Fourth Industrial Revolution Drives Service Transformation

第四次工业革命推动服务转型

2、Agents Take a Step Up

经理人加快发展步伐

3、AI’s Impact Takes Shape

人工智能带来的冲击

4、Customer Engagement Goes Digital and Cross-Functional

客户参与实现数字化和跨职能化

5、Mobile Workers Become the Face of Brands

流动员工成为品牌代表

 

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