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In the not-too-distant past, most customer support was conducted by telephone. Then, over the years, technology changed the way we communicate and companies added more customer supportchannels. As social media and website capabilities evolved, channels were expanded further.
At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channelsupport. Customer experience continues down a path of rapidly advancing technology with trends pointing to a virtual experience. But there’s more to virtual call centers than just existing in the cloud.
Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity. Contextualized omni-channelsupport. AI-assisted customer service.
Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. But as automation becomes a cornerstone of customer service, a pressing question emerges: Is it possible to balance the efficiency of technology with the human connection that customers still crave?
Emergent technologies have forever changed traditional customer service support. Stakeholder considerations, new technologies, and shifting demographics are all influential factors to maximize both tangible and intangible benefits in the value chain. Increasing Role of Technology in Customer Service. Omni-channels.
On top of that, technology is starting to play a great supporting role in giving the customers’ customer service from the future. Yes, machine learning, artificial intelligence, and other technologies are paving the way to faster, and better customer service now more than ever. Omnichannelsupport systems will come up.
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