The last two years have seen a massive shift toward digital-first customer experiences across all sectors and customer demographics. As consumers were rapidly left without the option of in-person interactions, contact centres saw surging volume in digital channels.
Customer expectations for speed, convenience and seamlessness are higher than ever. However, customers are not willing to sacrifice the human element of service.
This paradox leaves many brands asking: how does our contact centre untangle this complexity in order to deliver to these double-edged demands?
Download this e-book and learn:
- The top three challenges in the contact centre.
- What customers want from today's businesses according to consumers, contact centre managers, contact centre agents.
- Three simple strategies for unravelling complexity to keep your operations smooth - including the importance of analytical tools.