التفاصيل البيبلوغرافية
| العنوان: |
Customer Care: A universal concern for companies is changing fast. |
| المؤلفون: |
Buesing, Eric, Raabe, Julian, Haug, Maximilian, Hurst, Paul, Blackader, Brian, Aman, Jorge, Wolff, Josh, Guaqueta, Marcela, Mukhopadhyay, Subhrajyoti, Gupta, Suryansha, Lai, Vivian |
| المصدر: |
McKinsey Quarterly. 2024, Issue 3, p82-89. 8p. 2 Color Photographs, 3 Graphs. |
| مصطلحات موضوعية: |
*CUSTOMER satisfaction, *EMAIL systems, *FLEXIBLE work arrangements, *INDUSTRIAL goods, LANGUAGE models, GENERATIVE artificial intelligence |
| مستخلص: |
The article discusses the evolving landscape of customer care, highlighting the challenges faced by organizations in meeting rising customer expectations and integrating AI technologies. A global survey of customer care executives revealed shifting priorities towards revenue goals, technology transformation, and operational improvements. The article emphasizes the importance of adapting to digital channels while retaining personal contact, as younger consumers show a preference for live phone conversations over digital self-service options. Additionally, the article underscores the need for upskilling programs, AI integration, and outsourcing relationships to enhance customer care capabilities in the face of increasing call volumes and talent shortages. [Extracted from the article] |
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| قاعدة البيانات: |
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