FORRESTER RESEARCH REPORT
THE THREE CUSTOMER SERVICE MEGATRENDS IN 2021: POST-PANDEMIC CUSTOMER SERVICE EXCELLENCE
The COVID-19 pandemic shed light on the need for contact center modernization to provide seamless customer experiences and to eliminate repetitive tasks. This crisis also revealed the important role of customer service in acquiring — and keeping — customers.
In its report, Forrester goes in-depth on these key trends, top post-pandemic priorities, and outlines three main customer service trends to watch for in 2021.
Download the full Forrester report and get market trends and insights on how to:
- Fuel customer service transformation with digital channels and AI
- Reduce the cognitive load on agents so they can focus on fostering loyal customers
- The importance of modernization in your contact center’s survival