CX Study Places Greater Emphasis on Agent and Employee Experience Posted: August 20, 2022 |
The major takeaway from the research report is that the volume of non-call interactions is starting to increase. Research shows that non-voice channel interactions will increase by 70% by 2024. This means organizations will have to invest in technology that would support non-voice interactions in the future both to be in line to provide better quality CX and provide better support to employees.
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