The COVID-19 pandemic shed light on the need for contact centre modernisation to provide seamless customer experiences and to eliminate repetitive tasks. This crisis also revealed the important role of customer service in acquiring — and keeping — customers.
In its report, Forrester goes in-depth on these key trends, top post-pandemic priorities, and outlines three main customer service trends to watch for in 2021.
Download the full Forrester report and get market trends and insights on how to:
Fuel customer service transformation with digital channels and AI
Reduce the cognitive load on agents so they can focus on fostering loyal customers
The importance of modernisation in your contact centre’s survival