5 Ways to Keep Pace With New Customer Service Trends

It's sadly ironic that contact centers are frequently staffed by mobile-enabled, always-connected agents who in turn support mobile-enabled, always-connected customers, but do so with antiquated processes, technologies and incentive systems. New research from LogMeIn and Ovum shows that while the majority of consumers typically turn to the web for answers before contacting customer service, only 9 percent of customer contact managers realize that. And while contact centers continue to be phone biased, the research shows that over the last two years the use of live chat and mobile apps for customer support has at least doubled.