2015 Brands Contact Center Mobile Customer Service 
Tricia Morris
MAY 18, 2015
According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage. Contact centers are working to address this growing and changing channel use. 43% don’t ever review assisted service processes.
Tricia Morris
FEBRUARY 19, 2016
Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).
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Eptica
JUNE 3, 2016
Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices.
Brad Cleveland Blog
DECEMBER 29, 2015
Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. …
Brad Cleveland Blog
DECEMBER 29, 2015
Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. …
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