Customer Service and Support Trends 2012

Publicado el por oscar23sm
Customer Service Trends
  1. Lead­ing com­pa­nies will mon­i­tor their cus­tomers, not just their agents.
  2. Small & medium sized busi­nesses will crowd-source cus­tomer ser­vice and sup­port.
  3. Suc­cess­ful com­pa­nies will focus on pro­vid­ing proac­tive sup­port.
  4. Ser­vice will be geared to cus­tomer per­son­al­ity types.
  5. Invest­ing in front-line super­vi­sors will be the mark of success.
  6. Cus­tomer ser­vice agents will do more up-selling and cross-selling.
  7. Ser­vice and sup­port will be tai­lored for mobile devices.
  8. Con­tact cen­ters will track customer-focused met­rics.
  9. Social media will be inte­grated into ser­vice and sup­port.
  10. Man­agers will focus on improv­ing the employee expe­ri­ence.

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