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Forrester Report

A market credibility study from Forrester Consulting

Improving social customer service operations is the most pressing short-term goal for customer service decision makers in both the US and UK.

 

Read the guide to learn:

  • Why all-in-one solutions are failing at social customer service
  • The three stages of social customer service maturity 
  • How over 150 senior contact center executives rated their ability to measure agent productivity, integrate with existing contact center metrics and standardize customer service delivery on social media

Read the report