5 Ways to Keep Pace With New Customer Service Trends

2. Improve access to live agents. Nearly half of customers think the ability to reach the right representative has worsened over the last two years, and long hold times and automated service menus continue to irritate them.

3. Prioritize web and mobile chat. Only about one-third of contact centers offer live chat on the web for customer service, and just 22 percent offer live chat on mobile for customer service. Contact centers need to embrace every channel of customer engagement.