| | | | |
Customer service: No excuses for playing dumb in the age of Big Data
24/7 Inc’s PV Kannan believes that its time customer service was dragged kicking and screaming into the 21st century.
| | | |
Share this CRMAdvocate Story
| | |
 | |
 | |
|
|
Our approach to customer service has remained remarkably static over the last 25 years, and while the basic model of customers contacting agents to solve issues and complaints is a staple part of service at most organisations, it is now time for businesses to acknowledge that the world has moved on – and so must our customer service model.
This is the message from PV Kannan, CEO and co-founder of intuitive consumer experience company 24/7 Inc, which has unveiled a new manifesto to drag service kicking and screaming into the 21st century.
And Kannan’s belief that businesses are failing to keep up with the customer when it comes to service is not a recent epiphany. Indeed, it was the time that he spent in call centres in the 90s while running software company Business Evolution that shaped his vision of the customer service model.
He explains: “I had a chance to visit call centres around the US and what was interesting was that call centres are really designed and measured from the perspective of the company - the consumer's experience is never part of the equation. I found that quite interesting and once I came out of that company I wanted to design a service system where you put the consumer in the middle and make it really convenient for them to get things done without the company.
Read the entire MyCustomer article
| |
|
|
