> Oracle Service Cloud > Forrester Report: Contact Centers Must Go Digital or Die
 

Forrester Report: Contact Centers Must Go Digital or Die

White Paper Published By: Oracle Service Cloud
Oracle Service Cloud
Published:  Mar 23, 2016
Type:  White Paper
Length:  13 pages

Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding as consumers expect relevant and seamless omnichannel customer service. However, firmsí technology and staffing plans are not keeping up with consumer demand for digital customer service. This report outlines communication channel customer use and major gaps in contact center technology and operations. It also provides data that will help application development and delivery (AD&D) pros align operations with customer expectations to garner their satisfaction and long-term loyalty.



Tags : 
oracle, service cloud, forrester report, contact centers

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