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2018 Customer Service Trends: How Operations Become Faster, Cheaper — And Yet, More Human

White Paper Published By: Service Now
Service Now
Published:  Feb 09, 2018
Type:  White Paper
Length:  14 pages

We’re at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels — shifting between them seamlessly and even using channels simultaneously. Enterprises react by adding headcount — an unsustainable strategy. You must transform operations by developing strength in automation, AI, and knowledge. This report reveals the top 10 customer service trends in 2018 for application development and delivery (AD&D) pros supporting customer service.



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