WHY WE NEED DIGITAL CUSTOMER SERVICE NOW, AND HOW TO GET THERE
Consumers have gone digital in a hurry in the pandemic era, with younger demographics pushing to do more with digital and the reluctant demographics, driven by COVID-contact risk, forced onboard.
Meanwhile, “digital or die” has become “digital now or die” for businesses. Full or partial lockdowns, economic uncertainty, first wave, second wave… That is the new reality. This has catapulted digital transformation of customer service and engagement back to the top of the executive agenda.
How can contact centers deliver on this new, urgent imperative?
In this recording, Sheila McGee-Smith, President and Principal Analyst of McGee-Smith Analytics, tells us how to elevate digital customer service to stay in the game.