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

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 […] [from http://ift.tt/2leQDNn]