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Customer Support Megatrends and Next Practices

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An eGain White Paper

Customer Support Megatrends and Next Practices
2010 Update

© 2010 eGain Communications Corporation. All rights reserved.

“May you live in interesting times!”

The popular Chinese saying invokes both a

blessing and a curse—depending on what you make of it. These are interesting times for customer support executives. As the rise of the Internet (and now, mobile Internet) and social networks collide with forces of globalization, support organizations find themselves in the eye of the storm. They are buffeted by powerful winds of change, ranging from the dramatic migration of most phone business to the Web to the high-profile outsourcing of agent positions to low-cost countries. To add to it, CxOs are redefining expectations from their service and support operations as they seek to build competitive advantage through distinctive customer service. This white paper discusses the eight megatrends transforming customer support organizations today.

Resistance is futile.

Taking a passive stance is like trying to ignore a tsunami.

Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away.

So what are these megatrends?
 Megatrend 1: Customer is royalty; her wish must be your command  Megatrend 2: Change is the only constant with mergers, acquisitions, consolidation, outsourcing, and offshoring

 Megatrend 3: Your agents need 20 pound megabrains to keep up with product proliferation  Megatrend 4: There are more devices than people  Megatrend 5: Your customers are getting social; get in front of the parade  Megatrend 6: Green is the new black; just do it  Megatrend 7: The buck stops at your desk; service levels and compliance are your headaches  Megatrend 8: Show me the money, says your CEO

Ideas to help you shine.

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