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Embracing Double-Edged Customer Expectations
The digital-first experience is now the default
The last two years have seen a massive shift toward digital-first customer experiences across all sectors and customer demographics. As consumers were rapidly left without the option of in-person interactions, contact centres saw surging volume in digital channels.
Customer expectations for speed, convenience and seamlessness are higher than ever. But customers aren’t willing to sacrifice the human element.
How do brands and their contact centres manage this paradox and untangle this complexity in order to deliver on these double-edged demands? Download our e-book and learn:
- What are the top 3 challenges in the contact centre: different objectives, same barriers
- What customers want now according to customers, contact centre managers, contact centre agents
- 3 simple strategies for unraveling complexity to keep your operations smooth - including the importance of analytical tools
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