Extraordinary customer attitudes in an extraordinary year

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A lot can happen in a year so it seemed vital to bring our Autonomous Customer research forward to reflect the extraordinary times. Customer behaviours are changing, requests are becoming increasingly complex and expectations are higher. Agents need the right support, environment, and technology to provide the right service. Companies who take the opportunity now to invest in the right homeworking setup and tools to deal with emerging issues, will boost satisfaction on both sides of their service significantly. To find out more about why agent experience will drive the future brand experience, read our full blog post below.

Watch our webinar, Cloudy with a Chance of AI, on the 24th March to find out how consumers and agents have coped during the pandemic, and what this means for the future of the contact centre.

Nicola Millard

BT Ireland Blog