Fem råd för att digitalisera kundmötet

Kundmöte Digitaliseringen öppnar nya möjligheter för att effektivisera kundmötet. Men det gäller samtidigt att ha rätt förväntningar på teknikens förmåga och använda den i rätt sammanhang. Inte ens de mest avancerade ai-lösningarna har en intelligensnivå som överträffar ett barns.

Fem råd för att digitalisera kundmötet
Ju mer som digitaliseras, desto högre krav på medarbetarna på kontaktcentren, menar Fredrik Lemming, Telia.

Ett kontaktcenter eller kundtjänst har i alla tider betraktats som vägen in i ett företag eller en organisation. Och så är det fortfarande. Samtidigt har perspektivet på kundmötet förändrats på senare år, konstaterar Fredrik Lemming, som är säljchef på Telia.

Någonting är fel

Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.

– Tidigare var kundtjänst ett kostnadsställe, en kontaktpunkt dit kunderna hörde av sig när det blev problem. Nu har allt fler insett att kundmötet kan förvandlas till en intäktskälla, en kontaktyta som rätt hanterad kan skapa kundlojalitet och merförsäljning, säger han.

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