This was posted in 2010, but how accurate are the predictions here?

11 Customer Service Trends to Watch in 2011Customer service is a perennial issue that is critical to all small business owners. Although it is included in every company mission statement, no one wants to focus on it. But some key customer service trends for 2011 make this phase of your business even more critical in the coming year.

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Free 20 Page Preview of the eBook CX in The Cloud

Download a free preview of “Customer Experience in The Cloud”. ┬áThe Online Customer Service playbook for implementing online customer service strategy, benchmarking, and KPI identification.