By Daniel ZivThank you to Ray LeBlanc for his help with this blog.
The last year has seen unprecedented change in the customer service industry.
- The significant increase in customer interaction volume and channel diversity. 50% of contact centres use 10 or more channels to interact with customers 1
- The rapid changes of customer behaviours, demands and questions. 60% of global consumers say behaviour and preferences changed in 2020 2
- The rise of