Channel Talk: Customer Service Innovation Playbook (Korean Edition)

Channel Corporation, in cooperation with KS Korea Employment Information, is introducing the Korean translation of the book, 'The Frictionless Organization', which outlines customer service innovation strategies. This marks the first outcome of the business agreement signed by both companies last August and signals a paradigm shift in customer service. Co-authored by Bill Price and David Jaffe, authorities in the field of customer service, the book delivers a powerful message: by moving away from reactive approaches and building an environment that minimizes the occurrence of customer inquiries, both customer satisfaction and operational efficiency can be simultaneously maximized. In other words, it proposes a proactive approach that goes beyond solving problems when they arise, instead preventing them from occurring in the first place. The translated edition contains nine core strategies for innovatively reducing customer friction and detailed implementation plans for each. In particular, Chapter 1, 'Understanding', analyzes Amazon's success story and clearly emphasizes that accurately identifying the root causes of customer inquiries is the first and essential step for streamlining consulting operations. This provides deep insights for improving the overall customer experience, going beyond simply providing quick responses. Choi Si-won, CEO of Channel Corporation, explained that the publication of this translated edition is "part of an effort to present practical methodologies that can generate actual operational efficiency and tangible business results, going beyond simple AI technology development," expressing the company's commitment to customer experience innovation. A special seminar will be held in March to commemorate the publication. At this event, customer service representatives from leading domestic companies and brands will deeply share ways to practically enhance the efficiency of customer service operations, based on the advanced strategies and rich case studies contained in the translated edition. Channel Corporation announced that it will continue to research and support domestic companies in various ways to help them successfully provide innovative customer experiences, and will lead the development of the domestic customer service market by continuously publishing more diverse guidelines and materials related to this.