target audience: TECH BUYER  Publication date: Jan 2020 - Document type: IDC Perspective - Doc  Document number: # US45946620

Customer Service and the Future of Work

By: 

  • Amy Loomis, Ph.D.
  • Mary Wardley
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Table of Contents


  • Executive Snapshot

    • Figure: Executive Snapshot: Customer Service and the Future of Work

  • Situation Overview

    • The Future of Customer Experience

    • The Digital Transformation of the Contact Center: Meeting Customer Demands

    • The Future of Work

    • The Future of Work in the Contact Center: Role-Based Views

    • The Manager's Perspective

    • The Agent's Perspective

    • Customer Service and the Future of Work Model: Contact Center Use Case

    • Figure: Future of Work and CX Together — Empowering and Supporting Employees

    • Conclusion — The Growing Demand for Customer Engagement

  • Advice for the Technology Buyer

  • Learn More

    • Related Research

    • Synopsis