Achieving customer service and support goals in 2023 Customer service and support leaders cited customer data and analytics as a top priority for achieving organizational goals in 2023, according to a survey from Gartner, Inc. In a Gartner online survey of 283 customer service and support leaders from August-October 2022,…
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Zero trust doesn’t have to harm the quality of an organisation’s digital interactions. As business leaders look to incorporate principles of zero trust into their environment, one of the most daunting challenges is to apply this new security model to the digital interactions with customers. A key concern is that…
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Being able to provide top-notch online customer service. What determines whether your business prospers immensely or fails entirely? There is no easy answer to that question, but without a doubt, one of the most influential factors is the customers themselves. To even begin to profit, you must focus your efforts…
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Service leaders should factor employee desire into post-COVID-19 workforce plans. Service employees who traditionally did not have many opportunities to WFH are now used to it and like it, and they wish to continue in some capacity once the pandemic is over. In September 2020, Gartner surveyed 5,000 employees, including 550…
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Insight into customer service and support priorities. Seventy percent of customer service and support leaders plan to dedicate the largest budget allocation to digital channels and capabilities in 2021. According to a recently released survey by Gartner, transitioning to self-service channels and bolstering digital capabilities remains a top priority for…
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Dedicated gateway on the MessageXchange Cloud service that connects to the SAP ERP system at NSW DCS. New South Wales Department of Customer Service (NSW DCS) has implemented MessageXchange, a business-to-business integration solutions such as electronic data interchange (EDI) and e-invoicing. The implantation will create sustainable e-invoicing that streamlines the…
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