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Deloitte Digital announced its "2021 Global Contact Center Survey," revealing the ways in which contact centers evolved over the last year and how they can become revenue generators and experience hubs. According to the survey, companies leading in customer service coming out of the pandemic are accelerating digital transformation, adopting new models for work and the workplace and reimagining their mix of service channels. Additionally, the survey found that customer experience remains the most important strategic focus for service leaders, a focus that is only expected to increase over the next two years.
The biennial survey was conducted from November 2020 to February 2021, gaining insights from global call center executives across a variety of industries and sectors. In Deloitte Digital's new report, "From cost center to experience hub: Tapping the potential of customer service to help drive business growth," key survey findings are shared along with five aligning trends:
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