Executive SummaryDespite being aware of the business benefits of improved customer service, public and private organizations globally are struggling to step up to the mark and in some cases are getting punished by regulators and their customers, putting the very future of their businesses at risk.
The traditional view of the customer relationship as a simple dichotomy between the competing needs of the business for improved productivity and efficiency and the needs of the customer for improved service levels and increased satisfaction is no longer valid. Businesses struggling to improve their customer service are failing to recognize the role and consider the needs of their own employees. Traditional approaches to customer service using CRM and automated workflows are failing because they do not consider the power of the employee. Attempts to automate the employee out of the customer service equation have backfired.
This paper shows how successful customer service organizations have transformed customer service by empowering their employees. We will see how Dynamic Case Management applications are best placed to deliver employee empowerment and transform customer service, delivering benefits to all three stakeholders in the customer relationship; the customer, the business and the employee.
Introduction
We all work in Customer Service. No matter where we work or how we work we all have customers. We all perform work for either external or internal customers and as a result all work performed within an organization can be classified, in very broad terms, as customer service.
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