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From:
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2018 Customer Service Trends: How Operations Become... | Forrester
https://www.forrester.com/report/2018-Customer-Service-Trends-How-Operations-Become-Faster-Cheaper-And-Yet-More-Human/RES142291
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We're at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels — shifting betwee...
