How to Understand the Future of Customer Service

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Download Deloitte’s third survey of global contact centers representing more than 450 contact centers here. Among other things, the report says that chat and messaging is expected to grow from 6 to 16 percent, and that voice is expected to remain the most prominent channel for customer interaction, but will likely fall. I think we should take bets on that last one, because voice is going up in our estimation. Deloitte also noted in this report that social media is emerging as a mainstream medium for customer service. It isn’t just for listening, is it? Just look at the recent Delta response to a play in Shakespeare in the Park.