Getting The Customer Service Agent Experience Right Is Good For Business

Earlier today I was reading this great article Forrester.com by Kate Leggett. It was so good that I thought I’d pass it along.

There is an explosion of customer service products and services, and companies are turning to customer service as a way to differentiate themselves: 90% of customer service decision-makers tell Forrester that a good service experience is critical to their company’s success, and 63% think the importance of the customer service experience has risen.

But we know that businesses must be pragmatic in choosing initiatives that will help deliver service in line with customer expectations, and at a cost that makes sense to the business.
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