Blog Posts Process Management

Engagement Costs Aren’t Being Tamed: What Customer Service Should Do

Blog: Forrester BPM Center of Excellence

Customers use an exploding number of communication channels to interact with a company, moving between them dependent on their context and preferences. They also use several channels at the same time – like web and phone – if it makes sense to do so. We know that customers use self service as a first point […]

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