Why Read This
Organizations of all types strive to differentiate themselves through delivering an outstanding customer experience. Customers know what good service is and demand it from each interaction they have, over any channel that they use. But customer service managers continue to struggle with balancing cost-control measures with customer satisfaction initiatives. This report provides insights into the top 10 customer service trends that business process professionals can capitalize on as they set their plans for 2011. Use Forrester's Customer Service Trends Impact Analysis Framework to pinpoint the key steps to make your plans bulletproof.