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As David Barrow says in arecent CRM Buyer article, "the era of cost deflection ... has passed." There has been a recent trend of overseas customer service centers failing to clear the language and communication bar. Firms that fail to balance optimization and customer service may suffer from wearing bottom-dollar blinders in the business world...
Companies that seek to automate the customer service process to cut costs often alienate customers instead, asPart 1 of this two-part series reveals. Some companies, though, are finding ways to incorporate informed, personal interactions into their customer service programs, and are treating every question a customer poses as a chance to build sales andcustomer loyalty...
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