Knowledge - Insights: White Papers

Five reasons why it’s so hard to get digital customer service right.

Over the past three years, we have conducted in-company research and conversation analysis with over 9,000 customer service agents from 62 blue-chip organisations; either within the Fortune 500/FTSE 100 or large government departments. Let’s look at some recent examples:

Leaders in the world of customer service are constantly pressured to ‘be more digital.’

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