TECH BUYER Jan 2020 - IDC Perspective - Doc # US45946620

Customer Service and the Future of Work

By: Amy LoomisResearch Director, Future of Work, Mary WardleyProgram Vice President, Loyalty and Customer Care

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

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Related Research

Synopsis

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