Customer Service

Six Things People Expect from Your Contact Centre in the Digital Age

Provided by Aspect

Category Customer Service

Type White Paper

Length 15

Publish Date February 23 2015

Date posted October 24 2017


Customers are talking, texting, tweeting, browsing and chatting more than ever. Customers are also more self-reliant, often using self-service channels, peer-based communities and social networks to get help. Failure to address these changing consumer needs can put your business at risk, as poor service results in customers going elsewhere. This paper looks at  the six key things consumers demand from a modern contact centre.

Recommended for You


Why does China spot security vulnerabilities quicker than the US?

Phil Muncaster reports on China and beyond


Everything you need to know about... Blockchain

IDG Connect tackles the tech stories that matter to you


What will be the single biggest security threat of 2018?

Kathryn Cave looks at the big trends in global tech

Most Recent Comments

Our Case Studies

IDG Connect delivers full creative solutions to meet all your demand generatlon needs. These cover the full scope of options, from customized content and lead delivery through to fully integrated campaigns.


Our Marketing Research

Our in-house analyst and editorial team create a range of insights for the global marketing community. These look at IT buying preferences, the latest soclal media trends and other zeitgeist topics.



Will Kotlin overtake Java as the most popular Android programming language in 2018?