Research

Discover the latest insights and trends in customer service and support. In our latest issue: Technology Trends in Service and Support, Understanding Customer Expectations and Journeys, The Effects of Digital Channel Integration on the Rep Role, Create a Digital Service Scorecard

Learn how customer service and support organizations are adopting tools to augment their live and self-service channels, voice of the customer, infrastructure, customer engagement and employee engagement.

Get a comprehensive picture of the state of technology across the customer service and support organization.

How Customer Service and Support Leaders can improve the customer service experience while reducing live contact volume

Utilize this guide to accelerate your transition and establish yourself as an effective enterprise leader.

Learn how to drive high levels of self-service whilst lowering live contact volume. Discover how to prioritize issue resolution over channel choice

Effective communications are not easy to achieve. When an organization optimizes costs without sufficient planning, CSS leaders should be alert for the reactions that may make communication even more challenging.

Optimizing costs is a perennial, continuous cross-enterprise effort. Therefore, cost optimization is a critical imperative for any functional leader, but its impact reaches far beyond the limits of any single functional area.

What Digital Transformation Means for Customer Service. How to Contain Customers in Self-Service. Interview With Claire O’Neill, Assistant Commissioner, Service Strategy and Assurance at the Australian Taxation Office. Interview With Paul Phau, Self- Service Director at Beachbody. When Things Become Customers.