Empowering Customer Service in Times of Change

Overview

2020 and 2021 ushered in a tectonic shift in how businesses fundamentally operate. It started with a massive push to move agents home in order to keep the lights on for customer service organizations and customers alike. That initial push to remote work laid the groundwork for a rapid evolution in day-to-day operations for businesses alongside rising consumer expectations for effortless issue resolution, that when not met, risks them taking their business elsewhere.

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