The customer service industry is at a pivotal point in its history. In the same way hybrid work was accelerated by the pandemic, the way customers engage with businesses has also been forever changed. The new reality is that customers expect to interact with businesses via any digital channel, not just over the phone. And if they do pick up the phone to talk to your customer service team, they also expect you to know who they are and what they need from your company.

The success of your organization depends on customer loyalty. And customer loyalty is earned by solving customer problems quickly and efficiently with the least amount of effort on their part. Companies that get it right do all of these things: Listen, Engage, Augment, Learn, and Adapt.

Join us and other industry leaders as we take a deep dive on how to meet your customers’ needs, engaging with them the way that they want, augmenting agents to provide the best experiences, learning what to improve, and adapting by quickly rolling out enhancements without coding.