7: The Positioning – How DCS Future-Proofs Your Company
TIME TO MOVE TO THE CENTER OF THE UNIVERSE
INTERNALLY: IT'S A 6 × 3 AND A-TO-Z WORLD
EXTERNALLY: CX IS THE LAST FRONTIER FOR DIFFERENTIATION
KEY TAKEAWAYS: CHAPTER 7
NOTES
11 Epilogue: To Infinity and Beyond WHY DID YOU GET INTO THIS BUSINESS?
12 Digital Customer Service FAQs CAN A BUSINESS WITH LIMITED DIGITAL SELF-SERVICE TRANSFORM TO DCS? HOW WILL DCS OPERATE IF OUR COMPANY HAS AN EXISTING CRM PLATFORM? HOW DO CHATBOTS FIT IN WITH DCS? HOW DOES AN EXISTING KNOWLEDGE BASE FIT IN WITH DCS? HOW DOES AN SMS/MESSAGING FOCUSED STRATEGY FIT IN WITH DCS? HOW IS DCS DIFFERENT FOR SPECIFIC INDUSTRIES? HOW DOES DCS WORK IN A “MOBILE” ENVIRONMENT? HOW DOES DCS COMPARE TO CCaaS? HOW DOES DCS COMPARE TO AN “OMNI-CHANNEL” CONTACT CENTER? HOW DOES WFM / WFO (WORKFORCE MANAGEMENT / OPTIMIZATION) FIT IN A DCS WORLD? HOW WILL IVR TECHNOLOGY CHANGE WITH DCS? HOW DOES DCS FIT IN WITH AN ON-PREMISES CALL CENTER? WHAT ARE SECURITY, PRIVACY, AND COMPLIANCE CONSIDERATIONS FOR DCS? HOW WILL AR/VR OR FUTURE TECHNOLOGY CHANGE DCS?
13 Index
Guide
1 Cover
4 Copyrigt
7 Foreword
10 Epilogue: To Infinity and Beyond
11 Digital Customer Service FAQs
12 Index
Pages
1 iii
2 iv
3 v
4 xi
5 xiii
6 xiv
7 xv
8 xvii
9 xviii
10 xix
11 xx
12 xxi
13 xxii
14 xxiii
15 xxiv
16 1
17 2
18 3
19 4
