The Customer Services Revolution

How you've been delivering customer service isn't going to work to satisfy your customers now and in the future. This report from DMG Consulting takes a look at the fundamentals — omni-channel interactions, KPI metrics, employee engagement and training, and the supporting technology — that must be addressed if a service organization is to deliver truly excellent service. According to the report, the customer service revolution will require organizations to be responsive and proactive if they are to meet the demands of today's more empowered customer.

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