The pandemic has changed the way customers interact with brands and has transformed customer service organizations into a value center: almost 68% of companies see their customer service team as “more valuable” than it was pre-pandemic.
Additionally, organizations are more focused on elevating both customer and agent experience, with 65% saying CX has become more critical since the pandemic and 63% saying the same of EX.
This in-depth study will show you how to redefine the strategies and goals of your contact center in the post-pandemic era. It will show you: