Jeff Berg, Keith Gilson, Greg Phalin
For too many customer-care players, the one-size-fits-all approach does not balance two core dimensions we believe will mark the new era: the value and complexity of transactions and the right levels of human interaction and automation. When customers choose their preferred care channel, for example, they increasingly gauge a transaction’s complexity, decisively preferring self-service options for relatively simply ones. Enterprises must decide on the appropriate … [ Read more ]
Content: Quotation | Authors: Greg Phalin, Jeff Berg, Keith Gilson | Source: McKinsey Quarterly | Subject: Customer Related