As the summer of 2021 commences, pandemic-fueled concerns and restrictions are significantly easing. Business leaders are subsequently facing two key questions:
1. How did the past year permanently change the way contact centers function?
2. How will the goals of the contact center evolve moving forward?
While deliberating these questions, contact center leaders will consider challenges related to the long-term viability of remote and hybrid work models, new agent experience and performance demands, the impact of automation and digital engagement, changes in consumer behavior, and customer journey design.
Driven by exclusive research, practical recommendations, and proven case studies, CCW Digital’s Customer Contact Industry Review addresses these issues and more.
Findings include:
• Are at-home workers more or less productive than on-site agents?
• What challenges are “keeping contact center leaders up at night”?
• What skills must today’s contact center agents possess?
• What are the top signs of a great customer experience; do “personalization” and “empathy” matter?
• How can companies improve and scale their digital experiences?
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