Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres according to Calabrio Director of Pre-Sales International, Ed Creasey.
Creasey said that the pandemic was reshaping the world of work with social distancing and local restrictions now known as the “new normal”.
In contact centres, more employees were working remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed our lives.
When Calabrio interviewed over 300 contact centre professionals at the beginning of the current health emergency, 51 percent of respondents said they believe the customer service experience (CX) will impact brand loyalty even more than prior to the pandemic.
