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Research Abstract
Navigate the Future Of Customer Service
by Genesys

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Published on: February 01, 2013
Type of content: ANALYST REPORT
Format: Unknown
Length: 23 pages
Price: FREE


A Forrester Report by Principal Analyst Kate Leggett

As organizations strive to succeed in the age of the customer, business and IT professionals responsible for customer service struggle to understand changing customer behavior, re-engineer end-to-end business processes, acquire and deploy the appropriate supporting technologies, and lead and sustain the organizational changes required to make the transition to new ways of working.

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  • Learn the top 15 customer service trends that you must to take into account to deliver customer service excellence in 2013 and beyond.

  • Use Forrester’s customer service trends impact analysis framework to understand the key business trends unfolding in the next five years to make your plans bulletproof.

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