How to adapt live chat and remote support for the connected, multi-channel customer.
Today’s multi-device, always-connected customers are more demanding and have high expectations for customer service. However, many companies are not aligning their customer service strategy with their customers’ needs. They are challenged with measuring cross-channel behaviour and determining which tools and channels will boost resolution rates and customer satisfaction.
This report will help contact centres understand the relationship between support interactions, channels, and improving loyalty by investing in the right technology and resources to keep up with customers’ ever-changing behaviour and preferences.
Download the report to learn:
- Which support channels customers prefer that have increasingly grown in the last few years
- What contact centre leaders see as issues in today’s customer service landscape
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Where contact centre leaders want to invest in and prioritise
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