It has been a busy year for contact centers, customer experience departments, and marketing teams with businesses doubling down on customer engagement investments, digital transformation, remote work, and cloud technology at an unprecedented rate.
In 2019, communication was a top 3 cost center for IT managers. In 2020, COVID-19 exposed the costly repercussions of laggard communication technologies in the contact center, simultaneously rewarding agile innovation and early adopters.
Featuring CCW Digital and Voxbone research, as well as industry leaders’ insights from Microsoft, Verizon, and Electrolux, this report will cover:
• The future of cloud technology
• Need-to-know trends in the voice channel
• Consumer preference survey findings in customer service
• Best practices for retaining customers, increasing CSAT, and driving revenue in the contact center
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