Research report: Why keeping the status quo isn’t an option for contact centers
Customer Experience Challenges In Pandemic Times
The foundations of good customer service have never changed, and while new technology can help provide a great customer experience (CX), outdated technology can just as easily undermine even the best contact center agents.
These issues have only been amplified with COVID-19. Call volumes are rising, and customers are anxious about everything in the current environment, both of which raise the stakes for CX.
This report draws on findings from a market study about CX during pandemic times and validates the need for contact center decision-makers to take a closer look at how digital technologies are driving CX.
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