Digital Customer Service. Rick DeLisi

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

      14  End User License Agreement

      Guide

      1  Cover

      2  Table of Contents

      3  Title Page

      4  Copyrigt

      5  Dedication

      6  About the Authors

      7  Foreword

      8  Preface: Now It's Our Turn

      9  Begin Reading

      10  Epilogue: To Infinity and Beyond

      11  Digital Customer Service FAQs

      12  Index

      13  End User License Agreement

      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

      20  5

      21 6

      22  7

      23 8

      24  9

      25  10

      26  11

      27  12

      28  13