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Scoop.it!
"It’s amazing how quickly things are moving in the customer service space: new channels (e.g. chat & bots), new behavior (e.g. a preference for text, venting on Twitter) and new players (e.g. Facebook and Salesforce). It’s a challenge to understand how these changes will work together to reshape the industry. New terminology can help our thought process, if we all agree on the meaning. Conversely, ambiguity about words like “digital” or “chat” or “call” makes the navigation harder ..." 
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Scoop.it!
"Customer service platforms are continually evolving. Once, it was normal – even progressive – for a customer to call into a contact center and get support with whatever they needed over the phone …"
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