Log in to watch this webinar
Client log in
Welcome back. Log in to your account to continue.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this webinar
This webinar is available for purchase ($300).
Description
Customers know what good service is and demand it from each interaction they have, over any channel or touchpoint 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 2015.
Agenda:
- Choosing The Right Channels And Touchpoints To Deliver Pain-Free Service
- Leveraging Insights And Knowledge For Proactive Service
- Using Predictions And Analytics To Personalize Customer Service Interactions
- Improving Agent Desktop Solutions For Increased Productivity
Key takeaways:
- Customer service requires a focus beyond operational efficiencies. Differentiated service drives higher levels of loyalty and company revenues.
- Customer service must be increasingly pain free. Customers will 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 will consolidate. We predict that the queuing and routing, CRM customer service, and workforce optimization software categories will consolidate to facilitate the delivery of better customer service.
Technical information
You'll receive an email with dialing and Webex instructions prior to the Webinar.
Webinar FAQs
See the Webinar FAQs for answers to technical and other Webinar questions.