Description
This book examines the role smart device technology can play in managing customer interactions for companies, the economic incentives to substitute capital equipment for human labor, and how the combination of people and technology can compress costs while increasing the quality of customer interactions and relationships. The authors previously taught business and marketing at Harvard and USC. Annotation ©2004 Book News, Inc., Portland, OR (booknews.com)
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In Best Face Forward, Jeffrey F. Rayport and Bernard J. Jaworski argue that as this "front-office automation" revolution unfolds, competitive advantage will increasingly depend on deploying the right mix of interfaces with customers - human, automated, and hybrids of both - to surpass current levels of performance and service. Based on extensive research inside both start-up and established businesses, Best Face Forward proposes guiding principles and a practical auditing tool for determining how humans and machines can best collaborate in mediating critical customer interactions. Far from dehumanizing the workforce, the authors show how this revolution will create a "people-rich" workplace - one that combines the unique capabilities of humans and machines to create a better world for all of us.
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