3 Customer Service Mega Trends in 2021: post pandemic customer service excellence - Genesys - Manitoba Customer Contact Association

3 Customer Service Mega Trends in 2021: post pandemic customer service excellence - Genesys

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.

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