The pandemic was a challenge that forced organizations across the globe to adopt digital transformation at an unprecedented rate – the contact center industry was not spared this shift. As the markets have recently indicated, there is optimism as recovery is looming on the horizon. Moving ahead, experts agree on the need and demand for change and evolution in the contact center industry. Now is the time for organizations to revamp their vision for the future of the industry.
This e-book will help you better understand the following post-COVID key trends of the contact center industry:
Agents working from home after the pandemic.
Increased reliance on the digital communication channels.
Front line specialists define the customer experience.
Dynamic contact rules and regulations change the rules of the game.