Improving your customer service strategy in 2022
A Salesforce survey (of US consumers) noted that 82% of consumers expect to continue contacting customer service at pandemic-level rates, ...
Tag: customer service
PodChats for FutureCIO: Why automatedly human is the way forward in CX
* Editor's note: This article is co-produced by Sukhpreet Kaur According to Forrester, 44% of purchase influencers in Asia-Pacific consider ...
Proactive service rewarded with value enhancement scores
Two-thirds of customers contact customer service after receiving proactive outreach from a brand, often using costly assisted channels because they ...
The need for smart and agile contact centres
The use of artificial intelligence (AI) and automation is becoming more widespread, proving to be a significant business driver especially ...
Prepping CS&S for the lonely customer
By 2026, 75% of customers who call customer service and support organizations will do so out of loneliness, not because ...
4 CS&S tips targeting millennials and Gen Z customers
Gartner says millennials and Gen Z customers prefer third-party customer service channels, CS&S leaders should take note of how this ...
Contact routing and analytics to lead APAC contact centre trends for 2021
Comprising of on-premise and cloud applications, the Asia-Pacific contact centre applications market is expected to see strong growth due to ...
Forget mobile apps, go for messaging
Are the days of mobile apps numbered? Gartner predicts that by 2025, 80% of customer service organizations will have abandoned ...
