What's inside this eBook?
Customer service expectations
A breakdown of the modern expectations of customer service. What do customers want and how can you deliver it?
A new approach to customer service
Why the call centre needs rethinking. To create a scalable and agile customer service function, a new approach is needed.
Embracing the new normal
What we can learn from the current health pandemic and how a 'new normal' can benefit both customers and businesses.
In this eBook, you'll learn how to...
Redefine your approach to customer service
Traditional customer service models have led to increasingly unsatisfied customers. We'll outline a new set of best practices that will change the perception of customer service.
Embrace an omnichannel customer service experience
Customers want access to quality agents on a channel of their choice. Learn how to offer a dynamic, omnichannel experience and start using customer service as a strategic differentiator.
Drive increasingly positive customer outcomes
In this eBook, we'll teach you how to implement a customer service model that will exceed customer expectations, increase positive outcomes and reduce churn.