As social media and smart devices become more and more prevalent in today's society, the proliferation of these channels can no longer be ignored.
Add to that the growing sphere of customer influence in today's viral world, and it's clear that consumers are dictating how they want to engage with enterprises when it comes to customer service.
This whitepaper explains:
• How changing consumer behavioral trends are impacting customer service
• The importance of various metrics in determining the success of a contact center
• The five key steps to improving the customer experience