The contact center industry is becoming a key component of customer experience strategies, rather than just a resource for troubleshooting issues. The pandemic has disrupted traditional physical infrastructure, forcing brands to consider alternative methods for handling customer interactions and delivering loyalty-winning experiences with a remote workforce. This report, by CX Network, examines key discussion points such as the recent pandemic, digital transformation, self-service, the new normal of customer contact, and the voice of the customer. Industry experts from Google, PagoFX, Marley Spoon, and BGL Group, as well as a research group of contact center and customer service professionals, provide insights on what the contact center of the future will look like and offer advice on how to adjust strategies to stay effective in times of crisis and remain relevant in a rapidly evolving industry.
