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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »
Charts & Figures
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Customer Service Activities Span The Customer's Journey
January 14, 2020
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The Three Customer Service Megatrends For 2020
January 14, 2020
Search Results
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Report The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021
Twenty Technologies Underpin Customer Service
Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service, companies are evaluating and adopting a...
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Report The Three Customer Service Megatrends In 2020: Fuse AI And Agents To Drive Better Experiences
Vision: The Contact Centers For Customer Service Playbook
January 14, 2020 | Kate LeggettAutomation and AI continue their march into customer service operations, and enterprises reap the rewards. Operations become more efficient, and enterprises deliver differentiated experiences,...
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Report How To Modernize Digital Customer Self-Service
Three Steps To Improving And Scaling Experiences For The Future
May 3, 2019 | Kate LeggettCustomers increasingly use self-service as the first point of contact with customer service organizations. Positive self-service experiences lead to more satisfied and engaged customers. They also...