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September 25, 2007 US Customer Service Forecast, 2007 to 2012Evaluating Customer Service Contacts and Spendingby Zachary McGeary with David Daniels, Mark Best |
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Executive Summary
Spending on customer service will continue to rise, with companies experiencing continual increases in the overall number of customer service contacts. The main challenge facing companies will encompass allocation of budget dollars to positively affect customers' online experience, while controlling costs of providing service. Vendors must offer solutions that allow companies to provide customer service both online and off-line.
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Executive SummaryThis is an excerpt
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