Customers are more internet and mobile-savvy, more informed and socially aware. As a result, they are seeking to use all the new channels at their disposal to communicate.

The evolution of smartphones, social media and email means your customers are likely interacting with your brand on several different devices and channels. This report looks at how your customers’ concerns can be addressed regardless of their preferred channel.

Smartphones have become all-in-one devices to help us throughout our lives and they are probably the most important trend in recent consumer behaviour. This report includes practical tips and guidance on mobile-optimised customer service.

Millennials have a more favourable view of a brand or organisation if their customer service portal is mobile-responsive and this digital transformation impact on contact centres is huge. This White Paper explores how contact centres can shape up in preparation.