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For Customer Experience Professionals

Human Customer Service: The Overlooked Opportunity For Breakaway CX Differentiation

January 24, 2020

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Why Read This Report

When customer service is delivered by human employees, it boosts loyalty, enriches the firm's understanding of customer needs, and can even present cross-sell and upsell opportunities. But many companies make the mistake of treating customer service as a cost center to be contained — so they automate service as much as possible and staff their call centers with low-cost employees. This report explains how CX professionals can help their firms transform the service journeys for both customers and employees, to seize this opportunity instead.

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Table of Contents

  • Human Customer Service Is An Opportunity Center — Not A Cost Center
  • Shortening And Automating Human Service Interaction Backfires
  • How To Seize The Human Customer Service Opportunity
  • Recommendations

  • Connect Customer Service To Other Related Efforts
  • Supplemental Material
  • Related Research Documents

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