Building Your Brand Around Better Service
The customer service center has seen more change in the last five years than it has in the last 35 years combined. Thanks to higher customer expectations, multiple points of engagement, and the growth of social media, the customer service landscape is now more complex than ever. And the customer’s service experience remains central to their perception of the brand.
For that reason, it is your most valued staff—customer service representatives—that answer the calls that come in every day. These are the people you can trust to talk directly with customers, because they have the skills to influence how your customers perceive your brand.
In this whitepaper, Plantronics explores the ways customer service centers can make small, incremental changes to deliver the service quality that customers now demand. Looking to the long-term, we examine how customer service centers that shift to a customer-centric model can maintain these gains, and help build the brand in the face of growing customer power, expectations, and scrutiny.