Dynamic Customer Engagement: Rising to the Customer Service Challenge

Twenty years ago, customer service was nearly universally limited to face-to-face retail interactions or to call centers. But today enterprises face the challenge of addressing a new generation of consumers who expect companies to support customer service via a variety of touch points — Web chat, video self service, the back office, SMS text messaging, and many other communication channels. Clearly, these shifting market dynamics and new innovations have radically altered the way companies interact with customers.