Forrester Research Report: ‘Trends 2007: eService Is Customer Service’
Forrester Research has released a new research report: “Trends 2007: eService Is Customer Service”.
Forrester Research has released a new research report: “Trends 2007: eService Is Customer Service”.
Forrester Research Report Summary
“Competitive pressures are forcing both business-to-business and business-to-consumer organizations to maximize every customer interaction, leading to an evaluation of every aspect of the service delivery model. Whereas it was previously sufficient to treat each interaction as a distinct transaction with associated rules and procedures, leading organizations are now treating the breadth of channels as parts of a larger continuum.
As a result, the distinction between customer service as an activity delivered through a call center and eService, delivered through self-service, email, and chat, is disappearing. Integration between channels, common underlying workflows and business rules, and seamless transitions between contact media will become the rule, rather than the exception.” [source]
The Forrester report includes the following figure in PowerPoint and/or Excel spreadsheet format:
‘ – Figure 1: There’s Room For Improvement Across Customer Service Channels’.
Report Price: $279.00
Report Length: 4 pages
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Forrester Research Report: Trends 2007: eService Is Customer Service
About Forrester Research
Forrester Research is an independent technology and market research company. Forrester provides pragmatic and forward-thinking advice about technology’s impact on business and consumers.
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