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For CIOs

Trends 2009: More Tech Choices For Customer Service Improvement

January 29, 2009

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Authors

  • By Chip Gliedman
  • with Natalie L. Petouhoff, Ph.D.,
  • Sharyn Leaver,
  • Andrew Magarie

Why Read This Report

The convergence of many trends — both internal and external to client organizations — portend a dynamic year for customer service. Tough economic times are forcing companies to tighten their relationships with customers and prospects. Fortunately, new customer service platforms are likely to emerge, partly as a result of the spate of acquisitions over the past few years, partly as a result of broadening communications channels, and partly as a result of improved inter- and intra-application communications. Together, these point to a year where customer service professionals will have more choices and customers should receive better service.

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