2014 Call Center & Customer Service Trends: Debunking Myths, Uncovering Opportunities
In a survey conducted by Call Center IQ, 68% of executives confirmed plans to increase their customer service budgets in 2014. Stop me if you think you’ve heard this one before.
Operating in what has been dubbed the “age of the customer,” virtually all businesses profess a rhetorical commitment to the customer experience. Many confirm plans to significantly boost their customer service investments.
Success, however, continues to elude organizations. Few, for all their tireless, pricey efforts to improve the customer experience, are managing to better satisfy their customers.
In this roundtable webinar, we will look at how the course of customer service will change in 2014 – and how it needs to change. A diverse panel of experts will cover topics like:
- How will businesses direct their call center budgets in 2014?
- Which metrics are important for customer-centric call centers? Which are now obsolete?
- How will businesses approach buzzworthy technologies and topics like multi-channel in 2014? How should they?
- Which five “best practices” actually drive greater customer satisfaction? Which are all bark and no bite?