Transforming Customer Service in the real world
If you’re eager to modernise your customer service operations, but could do with some advice that goes beyond the big vision, then you’ve come to the right place.
CX champions deserve some help
If visions were all it took to build seamless, omnichannel customer journeys that efficiently deliver loyalty and business growth, then most enterprises would be there by now. In reality, if we’re entirely honest, the journey to customer experience (CX) excellence can be a little rocky.
Whether it’s selecting vendors, getting internal buy-in, or designing the right communications for agents who might be afraid of change – CX champions often face a host of challenges that can stand in the way of modern, digitally-powered customer service operations – one of the most important factors in CX.
If that’s you, then the resources we’ve assembled here will help. They’re based on our experience helping dozens of businesses with their customer service transformation initiatives. And we hope they’ll supply the CX pragmatism that will help you turn your vision into real-world delight.
Our manifesto
The new CX realism
CX visions are, we hate to say it, a dime a dozen. They’re not the problem. When CX initiatives fail, it’s usually because the visions don’t come with an action plan that tackles the real-world obstacles to change. This fast-paced slide deck explains why successful customer service transformation is based on a realistic plan – and what that looks like.
An eBook chock-full of useful advice
The realist’s guide to transforming your Customer Service operations
This guide is about the key reasons that cause enterprise CS modernisation initiatives to fail – and dozens of tried-and-tested action points that help you anticipate, avert, or remove them. All sourced from Firstsource transformation experts’ hands-on experience of making CX change happen for customer-focused enterprises across a range of industries.
Your guide for getting started
How to get started with Customer Service transformation
Great customer experiences drive brand loyalty, lift revenue, and make a ton of other good things happen. But boardrooms are a tough audience when it comes to selling transformation projects. That’s why we’ve put together a quick-starter guide to help you have hard-hitting conversations about the importance of tackling customer service in your organization, run kick-off workshops, and generally set your business up for success.
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