Customer Service In 2022: The Times They Are A-Changin’
Blog: Forrester BPM Center of Excellence
It’s been two years (!) since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. Our world has changed, and customer expectations have changed with it. Customer service leaders must shake off decades […]
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