What’s in the report?
Customer service interactions provide customer service representatives (CSRs) with an opportunity to transform wary, skeptical or dissatisfied customers into committed brand promoters. Handling these interactions with excellence requires an effective frontline response that puts customers’ needs above all else — and technology that makes it all possible.
APQC conducted research to understand how organizations can enable better customer service and alleviate critical challenges facing both customer service and order fulfillment teams. This report highlights their key findings and takeaways, including:
The context for the need for modernization in customer service organizations
How to align customer service strategy and measures, and re-examine the roles of CSRs
Ways to shift behavior and priorities to move toward more proactive customer service
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About Esker
Esker, the leading AI Automation Suite for the Office of the CFO, offers Source-to-Pay and Order-to-Cash solutions built to optimize working capital and cashflow, enhance decision-making, and drive smarter growth strategies. Offering 40+ years of industry knowledge, Esker operates in North America, Latin America, Europe and Asia Pacific with global headquarters in Lyon, France, and U.S. headquarters in Madison, Wisconsin.