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Key Customer Service Trends in 2023: Cloud, CRM and AI Take Center Stage Amid Persistent Remote and Hybrid Work Models

The shift to remote work during the COVID-19 pandemic significantly impacted contact center agent jobs, with many transitioning to a work-from-home model. While the pandemic’s intensity has diminished, a substantial number of agents are expected to continue remote work in the long term. Deloitte Digital’s recent global contact center survey reveals that 69% of organizations...

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Scott Scholz

Scott Scholz

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