For customer service to succeed in the current multi-channel environment, companies need to better align the direction of the customer experience decisions by top executives with those made by marketing and customer service professionals.
That’s a key takeaway from a new report conducted by the Customer Contact Association (CCA), sponsored by customer service vendor Kana Software. The report, entitled Smart Service, surveyed CCA members and customer service professionals from a variety of industries.
Departmental Collaboration
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