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2017 Global State of customer service report

Published By: Microsoft
Microsoft
Published:  Jul 20, 2018
Length:  32 pages

Customers expect more from brands when it comes to convenience, resolution times, and agent expertise. Evolving customer preferences are tightly linked to innovations in digital technology, and brands must embrace both in order to keep pace with heightened expectations. The good news is that brands that can deliver on expectations are rewarded with higher rates of customer retention and loyalty. 



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