Remove 2017 Remove Omni-channel support Remove Personalization Remove Self service
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Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Customers expect support to be available 24/7.

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Customer Service in the Digital Age

CSM Magazine

Stakeholders—internal or external persons, companies, or social groups—have a vital interest in a company’s actions, policies, and objectives. These digital disrupters are reshaping the customer service landscape and are rapidly unseating traditional communication channels. Omni-channels. Impact of Globalization.