Optimizing Customer Service

In this report, APQC identifies the three most important goals for senior leaders when it comes to customer service support for business strategy.

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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.

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

Cloud-based automation software that helps AP departments work smarter, not harder.

“Esker has greatly improved our daily work — invoices and information are easily accessible and well organized. We never have to worry about inquiries from within our organization, or externally, from customers or suppliers. Esker dashboards enable us to see pending invoices, monitor operations and check any outstanding invoices.”

Cultivate value through your supplier relationships.