Now more than ever, business executives are asking themselves how they can best deliver customer service in an ever-changing technology ecosystem. Combined with such things as vendor mergers and acquisitions, a rising importance of social computing and new cloud call center solutions, customer service executives have witnessed the rise of revolutionary new opportunities. Despite this, it can be difficult to navigate through these shifting elements; it can make you feel like the helm of your ship has suddenly broken amidst a heavy storm.
Now before you throw yourself in the brig, remember that the best way to proactively respond to these changes is to future-proof your customer service technology. This means taking the necessary steps so that your technological system, product or service will not need to be updated as technology continues to advance. Doing so will enable you to produce maximum customer excellence in 2013 and beyond.
According to a recent whitepaper from top industry analyst Forrester Research, customer service technologies that organizations are currently looking to can include:
· Best-of-breed solutions: These types of solutions may be struggling to prove their business value, but they’re growing in adoption.
· Software-as-a-Service (SaaS): SaaS solutions for customer service are also becoming increasingly popular.
· Outsourcing: Outsourcing solutions continue to gain market share for customer service.
· Analytics: Analytics solutions are helping improve end-to-end customer experiences.
One of the biggest benefits of the cloud is its future-proofing abilities. All operations handled within the cloud are essentially invisible to the end-user, meaning that a team of developers are diligently working behind the scenes to keep your solution compliant and seamlessly working with any new advancement. For example, if you rely on analytics to help improve your end-to-end customer experiences, you can invest in a cloud analytics solution to steer clear of the need to continually replace or update the technology, which is oftentimes an industry norm.
To learn more about future-proofing your customer service technology, click here to access the whitepaper in full.
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