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	February 13, 2009 Customer Service In A Down Economy Six Tactics For Customer Service Success In Challenging Times by Zachary McGeary with David Daniels, Ina Mitskaviets, Brendan McGowan

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Executive Summary

Customer service quality will remain just as important during the recession as during good times. While investments with demonstrable, short-term ROI will still occur, technology alone will not provide first-class customer service. Tactics for not only weathering the recession, but for emerging on top, must place greater focus on improving both the customer and agent experience. eBusiness executives must empower their customers with accessible and accurate tools and information. Similarly, they must empower their agents with the tools necessary to deliver a first-class customer service experience.

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