target audience: TECH BUYER Publication date: Jan 2020 - Document type: IDC Perspective - Doc Document number: # US45946620
Customer Service and the Future of Work
Table of Contents
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Executive Snapshot
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Figure: Executive Snapshot: Customer Service and the Future of Work
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Situation Overview
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The Future of Customer Experience
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The Digital Transformation of the Contact Center: Meeting Customer Demands
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The Future of Work
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The Future of Work in the Contact Center: Role-Based Views
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The Manager's Perspective
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The Agent's Perspective
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Customer Service and the Future of Work Model: Contact Center Use Case
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Figure: Future of Work and CX Together — Empowering and Supporting Employees
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Conclusion — The Growing Demand for Customer Engagement
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Advice for the Technology Buyer
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Learn More
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Related Research
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Synopsis
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