Log in to watch this webinar
Client log in
Welcome back. Log in to your account to continue.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this webinar
This webinar is available for purchase ($300).
Description
Customer service has long been tagged with the dreaded “cost center” label. But the pandemic kicked off a sea change in that perception. The purpose of customer service is no longer just to ease run-of-the-mill inconveniences consumers run into; contact centers now provide fundamental and necessary services for consumers shattered by the COVID-19 pandemic. Join us as we discuss the how, in 2021, customer service will realign itself to attend to the needs of these “devastated” consumers.
Key takeaways:
- Learn how brands will realign the role of both digital- and voice-based experiences to provide convenience and empathetic service to consumers.
- Discover how brands will incorporate employees from their physical presences (retail stores, bank branches, etc.) into the contact center.
- Explore how and why several very large contact centers will permanently shift to a remote work model — and what that will mean for customer service experiences.
Target audience level: beginner
Technical information
You'll receive an email with dialing and Webex instructions prior to the Webinar.
Webinar FAQs
See the Webinar FAQs for answers to technical and other Webinar questions.