Customer behaviour has seen a major shift in recent years, and changes were even more accelerated due to the global COVID-19 pandemic.
A recent global survey conducted by Noble asked companies to assess the behaviour of their customers to help determine the current state of consumer needs and to learn what changes contact centres are making to keep up with these demands. The results provide some interesting reading, including how customer expectations are changing and how contact centre leaders are taking action to respond to the changing landscape.
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