2020 was marked with high levels of instability and change; while some industries suffered unprecedented shut-downs due to strict safety precautions, others experienced extraordinary growth.
The greatest constant throughout this period, however, was a continued focus on innovation and an acceleration of digital services and technology to support customers throughout this unique adjustment period.
Contact center agents admirably rose to the occasion in the face of these unprecedented demands, but their success was ultimately limited by inefficient processes and technology.
Organizations must now work to alleviate some of the burden agents carried and optimize processes to improve operational strategy and deliver an even higher-value, agile customer experience at a lower cost.
This report will outline the best ways to achieve optimal efficiency by discussing:
• Measures that empower agents to effectively handle periods of heightened volume and urgency
• Ways to reduce training time through direct and targeted support
• Tips to achieve more proactive, cost-effective customer service that generates long-term loyalty
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