Informal customer care will continue to supplement formal customer care. Everyone in your organization should be able to provide customer support. Expect new ways of blending informal and formal customer
Cisco and BT recently surveyed 5,000 consumers across Europe, Asia-Pacific, and the Americas about their changing expectations for customer service. Review these eight trends against your current contact center capabilities.
Chat tools like Whatsapp and Facebook Messenger are among the fastest growing platforms on the web today. Businesses are harnessing chatbot technologies to reduce costs and improve the customer experience.