Contact centers industry report 2020

Contact centers have become a key component of customer experience strategies, providing a centralized hub for customer interactions. The contact center allows an organization to listen to what is important to its customers and to tackle those issues that are causing undue frustration by providing the necessary support.

However, the impact of Covid-19 has disrupted the norm for the contact center of 2020. As organizations across the globe adapt to social distancing and work-from-home mandates, we are seeing drastic changes in the way that contact centers are forced to operate. To shed light on the present and future state of contact centers, CX Network surveyed a range of CX professionals as well as drawing insights from CX leaders at organizations such as Google, Pago FX, BGL Group and Marley Spoon

 This report seeks to discuss the ‘new normal’ for contact centers in light of the impact of Covid-19, covering a range of topics including digital transformation, self-service and the voice of the customer.

Download this report to access key insights on:

• The past, present and future state of contact center methodology
• How agents working from home can actually be an advantage
• How to use digital transformation productively to drive customer value
• Tips for what to avoid when it comes to self-service avenues
• How to embody mobility, connectivity and empathy for your customers
• How the voice of the customer can help contact centers supercharge the experiences they deliver