THE BETTER SERVICE CHALLENGE DAVE MCCARGAR GADI SHAMIA DIRECTOR OF CUSTOMER SUPPORT CHIEF OPERATING OFFICER Making customers as successful as possible is a challenge for SKUID TALKDESK many companies because of legacy technology and disparate, siloed systems housing data all over the place. Customer service It can feel daunting to choose Oftentimes companies that experts discuss some of the biggest technology challenges facing a starting point and map out provide customer service today do companies today in their quest to deliver better service. a strategy. I believe there’s a it with ancient technology. Many tendency to throw more bodies companies were built in the days into customer service when it gets when call centers were cost centers, tense or overwhelming. That’s a and not in the days where contact very expensive and short-term centers were designed to provide a approach to solving a longer-term superb customer experience. issue, because providing excellent Today, we must utilize the data customer service requires time, that companies collect online, and expertise, funding, and significant provide this digital context in real cross-functional engagement in time to the agent. Then, the agent multiple areas. can start the conversation with, “Hello, Mr. Shamia. Thank you for calling. I see that you’re trying to go to New York next week. How can I help you complete the reservation?” 6