Ovum “Where Contact Centers Are Missing the Mark with Customer Care” Report
Today’s multi-device, digital customers have higher expectations for customer service and are more empowered to change providers when they are dissatisfied. As such, businesses need to do more to meet customer needs across channels and provide fast resolution to improve loyalty.
This report will help companies 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 behavior and preferences.
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