Customer Service Trends that IT Can’t Ignore

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By forcing employees to work remotely and customers to work digitally, the events of 2020 forever transformed the customer contact landscape. With work-from-home and omnichannel engagement set to endure far longer than the COVID-19 pandemic, the need for an elevated contact center framework grows with each passing day. As contact centers adapt to these overarching contact center trends, they also face rising standards for customer journeys, employee experiences, and business impact.

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