As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. Here are some of the lessons learned and my top 3 predictions for 2021.
The COVID-19 health crisis has reshaped the business landscape and the world of work. In contact centres, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed everything.
It's been a difficult year and yet the challenges have made it a game-changer that has caused the industry to innovate at a precipitous rate and there’s no going back, as 2020 draws to a close and we wave goodbye to a year of unexpected lessons and change, it is the perfect opportunity to take a step back and learn from the past, then move ahead with renewed confidence.
By far the biggest takeaways from 2020 are:
What’s in store for 2021?
With these lessons in mind, next year promises to be a fine balancing act between motivating the workforce while delivering optimal operational processes and even better customer experience (CX). Here are three predictions for 2021:
About Magnus Geverts:
Magnus Geverts is VP, Product Marketing and Management at Calabrio, formerly Chief Business Development Officer at Teleopti ahead of the Calabrio acquisition. He has more than two decades of experience in the Workforce Management and customer service space, working in a mix of roles, in RnD, consultancy and business development.
Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
Published: Monday, December 7, 2020
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