Digital and Outsourcing – What do They Mean for Customer Service Today?

During the last twenty years, we have seen a fundamental shift from analogue to digital content and processes and a rise in the practice of outsourcing.  This has allowed organizations to increase capabilities, efficiencies and turnaround times.

Research shows customer demand for information and searching in new ways has increased by over 86% highlighting the need for organizations to be able to offer information not just in multiple different formats but also across a range of channels.

However, it is not just consumers who are demanding organizational changes in order to keep up with their demands, but an organization’s own employees. With employees now requiring their own devices to be compatible with company systems, we have seen a shift away from IT dictating to employees, towards an approach where IT must “enable” and accommodate their own platform decisions.

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