Customer contact leaders have long hoped to transform infamously reactionary operations into proactive, forward-looking drivers of customer centricity. On the surface, 2020 was not a good year for making that transition. These challenges, which include the emergence of remote working, the rise of digital communication, a surge in contact volume and transformation of customer behaviours and demands, caught many companies off-guard.
With brands struggling to meet core customer and employee needs in the face of such disruption, many contact center leaders adapted and tapped into the benefits of distributed work models, cloud contact center infrastructure, digital engagement and automation.
Access this report for exclusive insights from contact center leaders and an in-depth look at the customer contact industry, how it has been forced to adapt in the wake of the Covid-19 pandemic and its predicted trajectory over the next few years.
Download this CCW market study to attain thought leading insights on:
- The future of the contact centre
- Shifts in strategy and tactics from contact centre leadership
- The impact of Covid-19 on today’s contact centres
- The challenges that have arisen as a result of remote