Against a backdrop of rising customer expectations, the customer service landscape is being reshaped by new technologies, platforms, channels and customer preferences.
Some of these trends can potentially make it easier for organisations to meet expectations, while others will demand significant adaptation. And it will ultimately be how organisations respond to these factors that will determine their customer experience success – and as such, their commercial success – in the coming decade.
In this report, we examine what the key trends are and how contact centres can respond, including:
The growing digitalisation of service
The rise of omnidigital
The importance of AI-powered support
The need to reskill agents
The challenge of agent engagement
How to differentiate through service experience
Download this report now to learn how to respond to these trends to ensure that your contact centre is best positioned to not only meet customer expectations in the coming decade – but surpass them.