WEBINAR: Customer Service Predictions 2021

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

Get Access

Already a Client?

Log in to access this webinar.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer.
Contact us to learn more.

Purchase Webinar

Price: $ 300.00(USD)

Purchase