A Forrester Perspective: 10 Top Trends for Customer Service

A Forrester Perspective: 10 Top Trends for Customer Service

A Forrester Perspective: 10 Top Trends for Customer Service

Join us as leading industry analyst Kate Leggett of Forrester Research discusses trends in service and the implications to service organizations. Using primary research from hundreds of enterprise customers, she'll discuss the top 10 trends that customer service organizations must focus on to move the needle on customer service experiences.

By Vocalcom

Multiple Channels Are No Longer a Luxury, They're a Reality

Back in 2007, apparel retailer J. Crew uncovered that its multi-channel customers spent twice as much money as its single-channel customers. Six years ago, that was a revelation; today, it’s the de facto standard. Today, it’s no longer an option for customers to use more than one channel to interact with companies, it’s a reality. For instance, a customer researching...
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