By blurring the lines between an innovative virtual experience and a hands-on in-person interaction, customers have set a precedent that requires seamless, reliable, and effective support at every touchpoint. With customers no longer differentiating between a digital or traditional service experience, companies now rely on their agents to provide consistent quality of service while acting as an all-in-one resource for customers across their journey.

Although this may place more responsibility on the agent to deliver exceptional experiences on every level, it also creates an opportunity to position agents as revenue-generating brand experts. Once companies can ensure that their agents are prepared to take on a more adaptable support role, they can go beyond the traditional expectations of a service professional and deliver all-encompassing assistance.

This report will cover the new customer experience landscape and dive deeper into rising expectations to outline the attributes of an exceptional experience in 2021. It will also discuss:

• Ways to simplify the agent experience to support streamlined and successful experiences at every touchpoint
• How to leverage customer data to tailor interactions and promote more proactive and efficient service experiences
• Solutions that reposition the contact center as a revenue-generating resource that supports rising customer expectations