Forrester Tracks Top 15 Trends for Customer Service in 2012

Customer expectations have never been higher. With increasing breakthrough in CRM products and technological innovation, the way we do business is changing faster than ever before, and so does the expectation of customers. Now, it’s very essential to a business to meet rather go beyond its customers’ expectations and anticipate their future needs.

Recently, Forrester released its Top 15 Trends for Customer Service in 2012. Here are the top trends:

Leaders Will Empower Their Agents To Deliver Optimal Service

Trend 1: Organizations Will Internalize The Importance Of The Universal Customer History Record

Trend 2: The Agent Experience Will No Longer Be An Afterthought

Trend 3: Agent Knowledge Will Become A Core Requirement

Trend 4: Search-Based Applications Will Add Business Value To Complex Service Interactions

Trend 5: Customer Service Will Rely On Next Best Action

Trend 6: Business Process Management Will Extend Its Reach To The Front Office

Trend 7: Adopting Customer Data Management Best Practices Will Remain A Challenge

Customer Centricity Will Fuel Improvements To Customer Service

Trend 8: Customer Service Will Evolve From Multichannel To Agile

Trend 9: Mobile Customer Service Applications Will Become A Must-Have Capability

Trend 10: Use Of End-To-End Customer Feedback Processes Across Channels Will Rise

Trend 11: Customers Will Rely On Proactive Outbound Communication

Customer Service Will Adopt Enabling Solutions

Trend 12: Best-Of-Breed Solutions Will Struggle To Prove Their Value

Trend 13: SaaS For Customer Service Will Become A Credible Option

Trend 14: Outsourcing Will Slowly Gain Market Share

Trend 15: SOA Adoption Will Continue To Move Forward

For more, read ” Forrester’s Top 15 Trends For Customer Service In 2012 “