Special Report: Customer Service Trends that IT Can't Ignore

As they continue adapting to remote work and omnichannel engagement, contact centers are simultaneously facing rising standards for customer journeys and business impact.

In theory, technology should be helping companies overcome these challenges. In practice, it often exacerbates them. How can we transform this reality? How can we ensure technology empowers customer centricity?

The answer lies in a productive partnership between contact center and IT leaders. When these teams are working in concert, they make decisions that reduce agent effort, improve customer connections, and generate unprecedented profit.

By uncovering CX trends that IT leaders cannot ignore, this Special Report will help strengthen the partnership and rally all teams around customer centricity. Topics include:

• 5 new CX technology challenges stemming from the pandemic

• How the "new normal" is transforming the role of IT

• What at-home and field service agents need to succeed in 2021

• Keys to providing consistent experiences in all touch points

• Crucial steps for improving digital, self-service, and automation initiatives

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