2016 State of Global Customer Service Report

No matter where you are in the world today, one this is for sure. Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights, and by far around channel availability and digital transformation.

This 2016 Microsoft State of Global Customer Service Report shows that 61% of consumers now view customer service as "very important" in their choice of and loyalty to a brand. As a key stakeholder in driving the customer experience, brands can no longer afford to view customer service as a cost center. Customer service must be viewed as a value and moment of truth center when a brand's commitment to customer-centricity and the customer experience is tested every hour of every day.

Sponsor: Microsoft Corporation