Customer Service In The Digital Age
Some recently conducted customer service surveys of over 250 global customer service managers and more than 30 customer-facing professionals, produced some rather alarming results.
89% of these workers surveyed who deal directly with customers said that they were not able to meet their customers expectations.
The challenges listed were generally listed as being in three of the following primary groups:
- Poor Information Access
- Inefficient Processes & Support
- Outdated Technology
The survey showed that the document capture and exception handling are the biggest challenges that these workers faced. Some of this was determined to be obsolete legacy systems, especially in larger companies. Often, links to enterprise systems haven’t been properly configured to support producing data driven documents on the fly Integrations between disparate systems is also an issue.
Sometimes it’s issues related to poor training, other times it’s related to lack of access or simply the inability to communicate with other areas of the organization.
If you would like some more information on upgrading your legacy systems, please contact the CCS Retail Systems Sales Department.
– John