Forrester

Why Read This Report

Contact center customer support needs to evolve to better serve customers who no longer rely on one venue for receiving information but instead engage multiple sources. In addition to checking a company's Web site and its brochures, many customers research information on products and services from social networking sources, such as blogs, and online user ratings. With customers now requiring more real-time support, it's essential to keep pace with their expectations and to respond to them in new ways. With these changes in communication patterns, managing customer interactions should support social networking Web sites and other social media channels. Unfortunately, many customer support managers still approach customer communications in the same old way, with an emphasis on managing telephone interactions separately from other forms of contact. This report highlights next-generation solutions that will help you make better decisions on supporting the needs of your multimodal customers and keep pace with the changing technology landscape.