Customer Service Predictions 2021

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