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In previous blog posts from our 2021 CX Trends series, we looked at people, processes, economics, and systems to provide the best customer experience in the post-pandemic contact center. We’ve looked at trends like the rise of mobile channels, the increasing demand for AI, and the rise of cloud-based CX solutions.

Customer service is more important now than ever, especially in the contact center space. Customer service is a representation of your brand image, mission, and values. In fact, many customers stay loyal to certain brands due to the quality of the brand’s customer service, and customer retention is oftentimes more important than customer acquisition.

Companies talk about the importance of offering great CX, yet the reality is that most companies don’t measure the quality of most interactions. Nearly 75% of companies measure the quality of voice interactions, but most other channels, especially newer ones like messengers, are not measured at all.

Within a company, the IT team plays a crucial role in helping people carry out their work and achieve their objectives within an organization. Through IT Service Management, IT teams can further refine how they design, deliver, manage, and improve the IT services they provide to their end users.

It’s been said that in business, great care and patience should be given when selecting new hires. Look beyond the candidate’s resume and assess their character to determine if they would be a good fit with the current team and add value to the company. The same can be said about finding the right CX tech vendor.

Customer service is on-the-go now more than ever. Especially due to the pandemic, more and more customers are relying on their web browsers, smartphones, and tablets to keep up with their busy, remote lifestyles.

There have been so many buzzwords that describe the economy during the pandemic. Words like uncertain, uncharted, chaotic, and “the new normal,” are floating around, but what does the post-pandemic “normal” look like and how will that affect CX? Let’s start by taking a look at some of the data before COVID-19 landed in the US.

In the contact center, allowing agents to collaborate on issues and tackle problems together is crucial for better customer service and knowledge sharing within the contact center environment. Great internal communication can help agents deliver faster customer service and bond with their coworkers for a better working environment as well.

The influx of calls to contact centers during the pandemic was/is staggering. To put some perspective on the impact to people’s lives, here’s part of a transcript from a 60 Minutes piece looking at how COVID-19 affected unemployment: