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Posted by Kate Leggett on September 18, 2013
Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This series of seven blog posts focuses on customer service technology and explains the what, why, how, and when technology questions.
Part 1 reviewed the customer service technology ecosystem.
Part 2 reviewed the challenges caused by the complexity of this technology ecosystem.
Part 3 reviewed the tactical outcomes of poor customer service.
Let’s now focus on how the customer service ecosystem is changing.
Read our TechRadar™ report for more information about these technologies.
In my next blog post, I will describe the maturity of solutions that are critical to customer service operations.
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