The 2020 CCW Market Study has this answer and more.
As the world changed, so too did every facet of the customer experience. Consumers began to set different expectations and behave in new ways. Companies began heavily leveraging at-home agents to engage with customers across new environments. What exactly did these changes entail?
Citing research from a comprehensive survey of actual consumers, Customer Experience Trends, Challenges & Innovations, released in August 2020, has the most up-to-date answers.
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