The Three Customer Service Megatrends In 2021

The Three Customer Service Megatrends In 2021

With an introduction written by CallMiner on how conversational intelligence shapes the brand experience, The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence provides Forrester’s latest research-backed perspective on the three factors that will impact customer experience and service success the most over the coming months.

Some hints on these Megatrends:

  • How AI increasingly empowers self-service technologies
  • How customer data platforms enable one:one engagement
  • How alternative contact center labor models deliver value-add
  • How speech analytics delivers real-time agent guidance
  • How RPA & contact center AI impact service delivery
  • How call center agent desktops will facilitate collaboration

And more…

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