Leveraging technology

- Given the many technologies…that can potentially support customer service…and the multitude of decisions to be made…around suppliers and solutions,…some customer service leaders throw up their hands and say,…hey, our IT department takes the lead on that for us.…That's a mistake.…Here I'll summarize some of the key technology developments…that are empowering customer service.…We'll identify areas of innovation…that are having the biggest impact.…And we'll discuss why it's important…that you have direct involvement…in your organization's technology direction.…

So what are some of the key trends today?…Developments around how information travels,…and the shared protocols and standards…that enable that to happen…have really opened up a world of opportunity.…For example,…your service operation can be easily distributed.…You can have multiple sites and even home-based employees.…And hosted and cloud-based alternatives…mean you don't have to own…or manage the technologies required.…You can partner with others to do that,…