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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good customer service have never changed, and while new technology can help provide a great customer experience (CX), outdated technology can just as easily undermine even the best contact center agents.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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