IDC Perspecctive: Customer Service and the Future of Work

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Provided by: ServiceNow
Topic: Digital Transformation
Format: PDF
We have all personally experienced a considerable shift from the old days of long wait times on hold to resolve customer issues, make a purchase, or make an appointment. With the adoption of mobile phones and web chat, we can engage in transactions or communication that would previously have taken minutes. Whether we do mobile or online travel, shopping, or banking, digital transformation is quickly shifting when and how contact centre employees engage with customers.

Learn more with this IDC perspective that offers insight into a holistic strategy for improving customer service and experience by deploying key technologies across the workplace, workforce, and work culture.
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