Tagged: Social Customer Service

7 Trends Impacting Contact Centers, Customer Service & Customer Experiences

This article was originally published on No Jitter, here.

Companies that respond to these trends now will be better prepared to succeed and maintain their competitive advantages.

Smart organizations view their contact centers as their first lines of defense in the battle for consumer loyalty. In fact, 75% of companies recognize customer service as a competitive differentiator; yet, customer satisfaction levels are down for the fourth consecutive year (according to Dimension Data’s 2015 Global Contact Centre Benchmarking Report). Why is there such a gap between the strategy and execution?

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