Our new economic reality is one of increased competition, informed and demanding customers, commoditization of products and services, and relentless pressure to cut costs. In this environment, customer service is the single biggest differentiator for businesses. In the last few years, most companies have made significant efforts to enhance the quality of their customer service. However, to create competitive advantage with customer service today, they need to do more with less. So, how can companies provide differentiated service at reduced costs? They need to implement next-generation customer service strategies and best practices--both topics are discussed at length in the paper.
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