In today’s world, customers decide how customer-centric a company is.

Good customer service should capture the fundamentals of a great experience: ease, effectiveness, and emotion

Looking ahead, Forrester sees 10 trends for 2017 that customer service professionals should take into account as they move the needle on the quality of service that they deliver:

Here are six of them:

Customer service organizations address a smaller volume of simple voice-based customer contacts as they mature their self-service, automated engagement, and digital operations.

Trend No. 1: Companies extend and enhance self-service.

Customers of all ages are moving away from using the phone to using self-service — web and mobile self-service, communities, virtual agents, automated chat dialogs, or chatbots — as a first point of contact with a company. Dimension Data reports growth in every digital channel and a 12% decrease in phone volume.

tumblr_okivxveodj1s2tva9o1_500In 2017: Customer service will continue to invest in structured knowledge management and leverage communities to extend the reach of curated content. Service will become more ubiquitous, via speech interfaces, devices with embedded knowledge, and wearables for service technicians.

Read all: Top Trends For Customer Service In 2017: Operations Become Smarter And More Strategic | Forrester Blogs

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