Transforming Service

Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.

Now showcasing an even more rigorous debate about the theory and practice of YA librarianship than its first edition, this "provocative presentation of diverse viewpoints by leaders in the field" (Catholic Library World) has been updated and expanded to incorporate recent advances in critical youth studies.

For policy makers and policy implementers, design challenges abound. Every design challenge presents an opportunity for change and transformation. To get from policy intent to policy outcome, however, is not a straightforward journey. It involves people and services as much as it involves policies and organizations. Of all organizations, perhaps government agencies are perceived to be the least likely to change. They are embedded in enormous bureaucratic structures that have grown over decades, if not centuries. In effect, many people have given up hope that such an institution can ever change its ways of doing business. And yet, from a human-centered design perspective, they present a fabulous challenge. Designed by people for people, they have a mandate to be citizen-centered, but they often fall short of this goal. If human-centered design can make a difference in this organizational context, it is likely to have an equal or greater impact on an organization that shows more flexibility; for example, one that is smaller in size and less entangled in legal or political frameworks. Transforming Public Services by Design offers a human-centered design perspective on policies, organizations and services. Three design projects by large-scale government agencies illustrate the implications for organizations and the people involved in designing public services: the Tax Forms Simplification Project by the Internal Revenue Service (1978-1983), the Domestic Mail Manual Transformation Project by the United States Postal Service (2001-2005) and the Integrated Tax Design Project by the Australian Tax Office. These case studies offer a unique demonstration of the role of human-centered design in policy context. This book aims to support designers and managers of all backgrounds who want to know more about reorienting policies, organizations and services around people.

The broad scope of Cloud Computing is creating a technology, business, sociolo- cal, and economic renaissance. It delivers the promise of making services available quickly with rather little effort. Cloud Computing allows almost anyone, anywhere, at anytime to interact with these service offerings. Cloud Computing creates a unique opportunity for its users that allows anyone with an idea to have a chance to deliver it to a mass market base. As Cloud Computing continues to evolve and penetrate different industries, it is inevitable that the scope and definition of Cloud Computing becomes very subjective, based on providers’ and customers’ persp- tive of applications. For instance, Information Technology (IT) professionals p- ceive a Cloud as an unlimited, on-demand, flexible computing fabric that is always available to support their needs. Cloud users experience Cloud services as virtual, off-premise applications provided by Cloud service providers. To an end user, a p- vider offering a set of services or applications in the Cloud can manage these off- ings remotely. Despite these discrepancies, there is a general consensus that Cloud Computing includes technology that uses the Internet and collaborated servers to integrate data, applications, and computing resources. With proper Cloud access, such technology allows consumers and businesses to access their personal files on any computer without having to install special tools. Cloud Computing facilitates efficient operations and management of comp- ing technologies by federating storage, memory, processing, and bandwidth.

No matter how great Sunday's worship service was, there's always another Sunday lurking at the end of the next week that must be planned. Church leaders often fall into ruts, working on automatic pilot just trying to get things together, which does not allow for much creativity or focus on designing services that lead to transformation for those involved in them. Engage is a step-by-step, stress-free guide to planning worship services that allow for and foster true life change. Comprehensive in scope, Engage provides teaching pastors, worship leaders, and volunteers with the tools they need to work together to develop and implement a worship planning system that improves communication, enhances creativity, and honors Jesus every week.

Innovating Professional Services provides a practical and detailed guide for change agents and leaders who are seeking to transform their firm’s performance through innovation. Alastair Ross draws heavily on his 10 years of applying best practice techniques that created measurable improvements for leading law, business service and consulting firms. Multiple case studies are used to help demonstrate the opportunities - and challenges - of driving major improvement through innovation. Read this book to see how it is possible to increase client value and reduce cost.

For policy makers and policy implementers, design challenges abound. Every design challenge presents an opportunity for change and transformation. To get from policy intent to policy outcome, however, is not a straightforward journey. It involves people and services as much as it involves policies and organizations. Of all organizations, perhaps government agencies are perceived to be the least likely to change. They are embedded in enormous bureaucratic structures that have grown over decades, if not centuries. In effect, many people have given up hope that such an institution can ever change its ways of doing business. And yet, from a human-centered design perspective, they present a fabulous challenge. Designed by people for people, they have a mandate to be citizen-centered, but they often fall short of this goal. If human-centered design can make a difference in this organizational context, it is likely to have an equal or greater impact on an organization that shows more flexibility; for example, one that is smaller in size and less entangled in legal or political frameworks. Transforming Public Services by Design offers a human-centered design perspective on policies, organizations and services. Three design projects by large-scale government agencies illustrate the implications for organizations and the people involved in designing public services: the Tax Forms Simplification Project by the Internal Revenue Service (1978-1983), the Domestic Mail Manual Transformation Project by the United States Postal Service (2001-2005) and the Integrated Tax Design Project by the Australian Tax Office. These case studies offer a unique demonstration of the role of human-centered design in policy context. This book aims to support designers and managers of all backgrounds who want to know more about reorienting policies, organizations and services around people.

Representatives of leading private sector firms, public sector employers and former federal officials discussed new approaches to managing people. This report distills from their discussions a set of human resource management (HRM) principles and points that Congress could apply to the federal civil service.

For decades, the manufacturing industry has employed the Toyota Production System the most powerful production method in the world to reduce waste, improve quality, reduce defects and increase worker productivity. In 2001, Virginia Mason Medical Center, an integrated healthcare delivery system in Seattle, Washington set out to achieve its compe