Customer Service in 2012 and Beyond Technology.. « Wim Rampen’s Blog
In my former life as a contact center manager, I always stated that technology is about how things are done. And the only solid foundation for the how is to challenge assumptions. Indeed, by investigating how customers will be acting in the forth coming years and tweaking your approach. And as stated by Wim (with whom i worked as a contact center manager) that is not about systems. Although it assumes a very systematic approach.
Found at Customer Service in 2012 and Beyond Technology.. « Wim Rampen’s Blog.
True, yet disappointing
I have to admit though, that I am disappointed with these predictions, because they are true. They show that vendors in the Customer Service arena, are hardly making any progress in understanding and shaping what it is Customer Service managers are trying to get done, now and within the next 2 to 5 years out.
Read all at Customer Service in 2012 and Beyond Technology.. « Wim Rampen’s Blog.
Photocredit: Saídos da Concha
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Posted on 2011/12/10, in Because i like to share again and again, Front Office and Customer Service Operations, Knowledge management, Performance management, Social CRM and social business and tagged Andrew McAfee, Because i like to share again and again, Business, Chris Brogan, Contact centre (business), customerservice, Front Office and Customer Service Operations, Knowledge management, Performance management, Havas Media Lab, Joseph Jaffe, Social CRM and social business, Vision, visionaries, vision things, trends, wim rampen. Bookmark the permalink. Comments Off.
