Responding to COVID-19’s impact on CX with digital tech

ITWeb | Sep 2, 2021 at 11:08 AM
  • As the frontline communication channel between businesses and their customers, contact centres had to adapt early and fast to rapidly changing consumer engagement trends caused by the COVID-19 pandemic.
  • Contact centre operators must partner with technology providers that offer the most adept solutions to meet the new demands around hybrid workforce enablement, and can orchestrate seamless omnichannel customer engagements to meet evolving channel preferences and craft memorable customer experiences.
  • In an environment characterised by channel and device fragmentation, the ability to right-channel customers to the best possible environment to meet their needs and preferences is imperative to deliver exceptional customer experiences.