No matter where you are in the world today, one this is for sure. Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights, and by far around channel availability and digital transformation.
This 2016 Microsoft State of Global Customer Service Report shows that 61% of consumers now view customer service as "very important" in their choice of and loyalty to a brand. As a key stakeholder in driving the customer experience, brands can no longer afford to view customer service as a cost center. Customer service must be viewed as a value and moment of truth center when a brand's commitment to customer-centricity and the customer experience is tested every hour of every day.
Sponsor: Microsoft Corporation