The pandemic has catapulted us all into a more digital way of life.
1. What are the changes in consumer behaviour due to the pandemic?
40% say they are more likely to buy products and services online in the future
2. Did choice of channel make a big leap or not?
85% consumers say they want to use video chat when self-service proves difficult
3. What is the big shift for agents and their supervisors working from home?
55% agents say their systems run slow
Did security gain importance?
58% consumers say they like the idea of organisations using technology like AI to identify them by their voice and save time on the call.