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Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across all ages and...

Profiles Of Eight Leading Customer Service Outsourcing Vendors
This report outlines the building versus sourcing part of Forrester's solution for application development and delivery (AD&D) executives looking to build, buy, or outsource a customer service...

Customer service managers struggle to balance customer experience and cost: Siloed communication channels, impersonal service, and an inability to enforce company process or meet regulatory...