The Top 10 Customer Service Trends Of 2018
We’re at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels – shifting between them seamlessly and even using channels simultaneously. Enterprises react by adding headcount – an unsustainable strategy. You must transform operations by developing strength in automation, AI, and knowledge. Kate Leggett, Forrester VP and Principal Analyst, will outline the top 10 technology trends for customer service that you must pay attention to in 2018 to stay ahead of your competition.