Wanted: Customer Service Change Agents for Contact Centers
MAY 18, 2015
Customers are changing the game when it comes to customer service, by changing the channels they use most. For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. Contact centers are working to address this growing and changing channel use.