Customer service operations are now forced to pivot to completely new ways of working. Advances in technology, rising customer expectations, and new-found employee empowerment are placing fresh and demanding challenges on the contact centre and customer service industry.

Contact centres and customer service organisations are embracing more highly complex technology to mitigate cost-pressures and deliver the excellent omnichannel experience that customer have come to expect.

In this report, brought to you by Brook Street, you will discover more about:

  • AI and automation in contact centres and customer service – is it a big helper or is it a big brother?
  • Customer attitudes towards data sharing and the need for strong data security
  • What customer support workers want and how to meet the rapid change
  • Planning and achieving the optimal customer support workforce

Download the report here to find out more or use the button below.