Forrester’s 2013 Customer Service Tips
Forrester ninja, Kate Leggett, surveys the waterfront and comes up with fifteen tips for customer service trends in 2013. Leggett’s blog post is full of statistics that should make you think. About what? Well, the trend that’s moving service to an agile, proactive and reactive response mechanism for one. A lot rests on the use of advanced analytics and a rethink of what the service center is all about. It’s no longer just about fixing something that broke or went wrong and that is how you build lasting relationships. Check it out.