Forrester’s Kate Leggett blogs about the top customer service trends that she is tracking for 2013.  A sampling of these trends:

Channel Preference Changes Rapidly 

Mobile Solutions Become a Must-Have

Agile Service Becomes More Important Than Multichannel Service

The Universal Customer History Record Personalizes Interactions

Knowledge Management Becomes The Jewel In The Customer Service Crown

Best-Of-Breed Solutions Struggle To Prove Their Value

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