Calabrio, the customer experience intelligence company, has released a study detailing how customer service organizations are evolving due to the COVID-19 pandemic. Based on a survey of contact center leaders, the findings point to a dramatic shift in how brands, through their contact centers and agents, now engage with their customers.
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Majority of #ContactCenter managers think changes driven by #COVID19 are permanent and positive, @Calabrio study says. https://bit.ly/3dnGZBn
While crisis-driven changes can often have a negative impact, recent events have fostered a much-needed modernization of the contact center. “The State of the Contact Center: Embracing the Evolving World of Work,” study found that most contact center managers view the changes they were initially forced to make due to COVID-19 as positive steps toward building richer employee and customer experiences in the long term.
“During the pandemic, contact centers became even more essential to a company’s success. Companies must now prepare to meet the challenges that come with this newfound spotlight,” said Tom Goodmanson, president and CEO at Calabrio. “The good news is that the pandemic offered important visibility into the strength of operations. Embracing the processes and tools trialed during the pandemic are expected to lead to more flexibility for agents, elevated service for customers and more intelligent, agile operations moving forward.”
The study surveyed U.S. and U.K. contact center managers to uncover perceptions about the changes accelerated by COVID-19 and identify expectations for the future industry landscape. The study includes results from leaders across retail, financial services, utilities, distribution, airlines and healthcare.
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