For Business Process Professionals

Primary Analyst Photo	Document Information	Rate this Document
	January 18, 2007 Trends 2007: eService Is Customer Service Distinctions Between Communications Channels Blur by Chip Gliedman with Sharyn Leaver, Elisse Gaynor	Average: 5  (7 ratings)

This is an excerpt

Executive Summary

Competitive pressures are forcing both business-to-business and business-to-consumer organizations to maximize every customer interaction, leading to an evaluation of every aspect of the service delivery model. Whereas it was previously sufficient to treat each interaction as a distinct transaction with associated rules and procedures, leading organizations are now treating the breadth of channels as parts of a larger continuum. As a result, the distinction between customer service as an activity delivered through a call center and eService, delivered through self-service, email, and chat, is disappearing. Integration between channels, common underlying workflows and business rules, and seamless transitions between contact media will become the rule, rather than the exception.

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.