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  • Report 2017 Customer Service Trends: Operations Become Smarter And More Strategic

    January 27, 2017 | Kate Leggett

    In the age of the customer, your customers decide how customer-centric your company is. Customers expect easy, effective, deeply personal service, and this is shaping customer service technology...

  • Report Your Customers Don't Want To Call You

    Invest In Self-Service And Low-Friction Channels In Your Contact Center
    February 29, 2016 | Kate Leggett

    Customers are increasingly using Web and mobile as a first point of contact with customer service organizations. Across all generations, they are also increasingly relying on digital channels like...

  • Report The Six Key Elements Of Proactive Chat

    Evolve Proactive Chat To Proactive Engagement
    October 2, 2014 | Kate Leggett

    Online consumers demand effortless engagement, which often means live help for pre- or post-purchase questions. eBusiness leaders increasingly deploy proactive chat to deliver effortless engagement...

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