Trends Report

Listening Platforms Find Traction In Customer Service Organizations

Trends 2010: Listening Platforms

May 27th, 2011
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst

Summary

Customer service managers must pragmatically balance the needs of their customers with the needs of their business. Listening platforms allow customer service organizations to better understand how well their company's products, services, and processes align with customer expectations. This report summarizes the key considerations when selecting and using a customer listening platform to better align the service delivered with customer expectations.

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