CCW Market Study: Customer Contact Industry Review

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How Has the Contact Center Industry Permanently Changed as a Result of the Pandemic?

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:

  • Why a frictionless, omnichannel approach to knowledge management is vital to empowering agents and improving customer experience
  • New attitudes on remote and hybrid agents
  • What qualities and skills are essential for contact centers agents today and in the future