Trends Report

Trends 2009: More Tech Choices For Customer Service Improvement

January 29th, 2009
CG
Chip Gliedman
With contributors:
Sharyn Leaver , Natalie Petouhoff, Ph.D.

Summary

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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