Imagine if there was a way to improve customer service and reduce support costs at the same time.
Well, there is.
When Sprint went from being the worst rated telco for customer satisfaction to the best, it reduced its customer care costs by about a third ($2bn a year).
Who said you can’t have your cake and eat it too!
My vision is to stop the Service Desk being the brunt of so many “helpless desk” jokes. I’m going to make ‘The IT Crowd’ unfunny. But one hurdle comes from inside IT. I often talk to CIOs who express their concern that improving service is at odds with their objective to keep IT operating costs down. They see good service and a lean budget as polar opposites. They’re not. Delivering a good customer experience costs less than a bad one.
Here are six ways that you can have your cake and eat it too: