10 predictions for customer service in 2019

Customer service is undergoing its most dramatic transformation since automatic call distribution prompted the beginning of call centers in the 70s. For decades there wasn’t much change despite innovations such as touch-tone dialing, 1-800 numbers, and interactive voice response systems – technologies that became widely available by the mid 80s. Even the emergence of email didn’t have a significant impact, besides another communication channel than the phone. But this wasn’t really progress, as getting a response took even longer than waiting on the line for the next available agent. Read more…