Chatbots-and-Virtual-Assistants--for-responsive-customer-service

Chatbots and Virtual Assistants for responsive customer service

The current state of customer service

The COVID-19 pandemic has a sudden and significant impact on customer service leaders, where the level of customer emotion and anxiety in service calls has increased dramatically. The Coronavirus outbreak has severely impacted customer support operations worldwide, with most of the call center teams working remotely.

Contact centers + Remote access – A new way of working

The growing concern over COVID-19 has led to large and small organizations adopting remote working practices to stay productive and connected. The transition to the remote workforce is the new normal for ensuring business continuity and delivering quality customer service. This transition to work from home environment is compelling teams to rapidly adapt market volatility, cancellations, surging tickets volumes, longer waiting times, and other uncertainties.

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