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ON-DEMAND WEBINAR
Forrester's Top 15 Trends For Customer Service In 2012
Original Broadcast Date: May 17th, 2012
Kate Leggett
VP, Principal Analyst
PW
Paul White
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Description
Organizations of all types strive to differentiate themselves through delivering an outstanding customer experience. Customers know what good service is and demand it from each interaction they have, through any channel they use. But customer service managers continue to struggle with balancing cost-control measures with customer satisfaction initiatives. This webinar provides insights into the top 15 customer service trends for 2012.
Agenda:
The customer service trends for 2012 we discuss fall into three broad categories:
- Empowering agents with the tools and knowledge to deliver optimal service.
- Using the voice of the customer to drive improvements to products, services, and organizational processes.
- Adopting enabling solutions such as mobile, SaaS, SOA, and outsourcing to deliver better customer service.
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