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Table of Contents
1 Cover
6 Foreword
7 Preface: Now It's Our Turn WHAT'S HOLDING US BACK: THREE MYTHS WHY WE WROTE THIS BOOK NOTE
8 SECTION One: The Problem with Customer Service and the Digital Opportunity CHAPTER 1: The Win-Win-Win-Win CUSTOMER SERVICE AT AN INFLECTION POINT THE DIFFERENCE BETWEEN “DIGITAL CUSTOMER SERVICE” AND DCS TWO VERY DIFFERENT EXPERIENCES WIN #1: THE BENEFITS OF DCS FOR COMPANIES WIN #2: THE BENEFITS OF DCS FOR CUSTOMERS WIN #3: THE BENEFITS OF DCS FOR AGENTS WIN #4: THE BENEFITS OF DCS FOR SERVICE EXECUTIVES AND LEADERS CUSTOMERS HAVE TRANSFORMED; SO SHOULD YOUR COMPANY KEY TAKEAWAYS: CHAPTER 1 CHAPTER 2: The Peaks and Valleys of Customer Service IT WASN'T ALWAYS THIS WAY HOW DID CUSTOMER SERVICE BECOME SUCH AN EASY “PUNCHING BAG?” CUSTOMERS ARE WIRED FOR NEGATIVE REACTIONS COMPANIES ARE WIRED FOR EFFICIENCY COST EATS QUALITY FOR LUNCH EVOLUTION OF CUSTOMER SERVICE: THE “QUALITY VALLEY” KEY TAKEAWAYS: CHAPTER 2 NOTES CHAPTER 3: Digital Self-Service Changed Things Forever THE CITI NEVER SLEEPS FROM MIGRATION TO EXPECTATION TO DEMAND NEVER GOING BACK AGAIN EVOLUTION OF CUSTOMER SERVICE: THE DIGITAL SELF-SERVICE EXPLOSION WHY THE “BOLT-ON” APPROACH DOESN'T CUT IT ANYMORE SOCIAL MEDIA: SALT IN THE WOUND EVOLUTION OF CUSTOMER SERVICE: THE “EXPECTATION VALLEY” KEY TAKEAWAYS: CHAPTER 3 NOTES
9 SECTION Two: DCS Terminology Overview CHAPTER 4: The Three OnScreen Pillars of DCS CLIMBING OUT OF THE VALLEY OF EXPECTATIONS EVOLUTION OF CUSTOMER SERVICE: THE INFLECTION POINT DCS DEFINED ONSCREEN COLLABORATION: GETTING ON THE SAME PAGE DIGITAL-ALSO VS. DIGITAL-ONLY VS. DIGITAL-FIRST HOW TO BUILD A BUSINESS CASE FOR DCS KEY TAKEAWAYS: CHAPTER 4
10 SECTION Three: DCS Transformation Overview CHAPTER 5: The Process – A Step-by-Step Guide PUT IT ON THE SCREEN “COOKING UP” THE IDEAL DIGITAL SERVICE STRATEGY STEP 1: GET THE RIGHT INGREDIENTS STEP 2: LEARN WHICH DISHES PEOPLE LIKE BEST STEP 3: SERVE YOUR BEST DISHES CONSISTENTLY EARNING YOUR MICHELIN STARS KEY TAKEAWAYS: CHAPTER 5 NOTE CHAPTER 6: The People – Empowering Agents, Leaders, and (Even) Bots FROM CALL CENTER TO CONTACT CENTER TO “COLLABORATION” CENTER THE AGENTS: RISE OF THE SUPERAGENT THE LEADERS: RETAINING AND ATTRACTING THE BEST PEOPLE THE BOTS: HUMANS AND MACHINES WORKING AS A TEAM “CONFIDENCE EQUITY” WORKS BOTH WAYS – FOR CUSTOMERS AND AGENTS KEY TAKEAWAYS: CHAPTER 6
