For Business Process Professionals

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	January 21, 2009 The Economic Necessity Of Customer Service Five Recession-Busting Strategies To Cut Service Costs And Increase Sales by Natalie L. Petouhoff, Ph.D. with Sharyn Leaver, Andrew Magarie	Average: 8  (2 ratings)

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Executive Summary

In this economic climate, no one can afford to lose a customer. Rather than halting spending, smart customer service executives will use this economic downturn as an opportunity to regroup and reprioritize. What should they focus on? Top customer service recession-busting strategies that cut costs and generate more revenue include: proactive chat, agent-customer co-browsing, online customer communities, unified communications, and multichannel knowledge management.

TABLE OF CONTENTS

• Customer Service Experiences Either Generate Or Diminish Company Revenue
• Recession-Busting Strategies To Save Money, Cut Costs, And Increase Sales

RECOMMENDATIONS

• How To Capitalize On What Customer Service Can Offer In A Poor Economy
• Supplemental Material
• Related Research Documents

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