DECEMBER 2017CIOAPPLICATIONS.COM8IN MYVIEWEZCATER: THE FUTURE OF CUSTOMER SERVICEED ARIEL, VP OF SERVICE OPERATIONS, EZCATERustomer service operations have evolved significantly over the past 20 years. Technology has introduced a plethora of new ways to communicate. A phone call used to be the only way to talk to a company (unless you traveled to be there in-person), but today, the options range from email to chat and text. These different methods have resulted in a variety of new things customers may want from an interaction with a member of your service team. And, through good analysis, you can even get as granular as knowing what types of requests are most common on what channel and staff and train those channels accordingly. At ezCater, we're focused on providing fantastic, high-touch, customer service experiences. However, in actuality, we hope our product technology does most of the work for us so most customers don't need to contact us. We focus on our "straight-through-rate;" always trying to get more and more customers through a transaction without any human interaction. As technology continues to take over the service operations arena, we speak less with our customers as they enjoy the smoothest transaction possible. Technical Improvements Driving Contact CentersIn a traditional call center, a customer would call in and get an Interactive Voice Response (IVR), which would then be routed accordingly. Over the years, the level of in-depth skill-based routing has improved significantly, ensuring that the forwarded C
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