2016 Trends For Customer Service

Customers know what good service is and demand it from each interaction they have, over any channel or touchpoint that they use. But customer service organizations continue to struggle with balancing cost-control measures with customer satisfaction initiatives. This Webinar provides insights into the top 10 customer service trends for 2016.

Agenda:

• Choose the right channels and touchpoints to deliver easy service.
• Leverage insights and knowledge for effective service.
• Use predictions and analytics to personalize customer service interactions.

Key takeaways:

• Customer service requires a focus beyond operational efficiencies. Differentiated service drives higher levels of loyalty and company revenue.
• Customer service must be increasingly effective, easy, and build an emotional bond with customers. Customers will increasingly explore emerging communication channels, and will expect proactive, and even preemptive service. Companies must leverage insights from past interactions, transactions, and connected devices to deliver upon these expectations.
• The customer service technology ecosystem is in flux and shows signs of consolidation Delivering customer service involves a set of technologies that fall into three main software categories: queuing and routing, CRM customer service, and workforce optimization. We predict that these software categories will consolidate to facilitate the delivery of better customer service.