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The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence

Vision: The Contact Centers For Customer Service Playbook

January 25, 2021

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Why Read This Report

The COVID-19 pandemic has elevated the importance of customer service to nurture customers, retain and increase their loyalty, and grow revenue. Customer service leaders are also accelerating modernization strategies that were already underway within their enterprises — the value of which will extend far beyond the current circumstances. This report reveals the top three customer service trends that customer service leaders must pay attention to in 2021.

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Table of Contents

  • Customer Service Organizations Are At The Center Of An Opportunity
  • 1. AI-Fueled Digital Experiences Underpin Great Customer Service
  • 2. Modern Agent Desktops Empower Agents To Best Serve Customers
  • 3. Customer Service Technology Enables Resilience And Sustainability
  • Supplemental Material
  • Related Research Documents

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