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December 31, 2012

10 Ways to Transform Customer Service Experience in 2013

As the New Year approaches, I've been thinking about the state of customer service at enterprises. As someone who spends a lot of time re-imagining the possibilities of customer service, the first thing that comes to my mind is the challenges. What ticks off customers? Why aren't contact centers as productive as they can be? What impedes enterprises from delivering a memorable experience to customers?

As I went about answering these questions, the answers evolved to a list. And I find that this list can be viewed as customer service or contact center trends for 2013. So take a look at the slideshow below, and share your views at the end of the slideshow. Or leave a comment. Let's talk about what it takes to deliver a great 'experience.'

Customers. Agents. Supervisors. Everyone has a wish. What's yours?
8 Plays to Deliver an Integrated Customer Service Experience
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