Digital innovation in customer service: an overview

According to research by Ofcom, the average UK consumer checks their smartphone every 12 minutes of the waking day. This level of ‘digital dependency’ (and 24/7 connectivity) means that consumers are now more demanding than ever before.

By Nikki Gilliland October 2019 11:47

Content

This briefing will cover new and emerging trends within customer service, and case studies of brands setting the bar.

Contents:

Call centre innovation
Video support
Bots and virtual agents
The role of the human agent
Reaching customers across social media
SMS & personal messaging apps
An omni-channel future

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