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One of our most anticipated reports of the year was just released. The Customer Experience Management Benchmark (CXMB) Series 2020 Consumer Edition report is aptly titled A Year Like No Other. Amidst the COVID-19 pandemic and immediate issues it caused contact centers, this research presents how behaviors and opinions have rapidly changed almost overnight. Specific focus was placed on emerging trends such as the forced transition to Work-At-Home, the impact on Service Journeys, improvements in self-service technology and the evolution of chat as a channel. This report is based on surveys from more than 5,000 consumers in the United States. Read more…

Contact Centre Association of Malaysia (CCAM)

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