May 24, 2021
Build, train & launch customized enterprise chatbots powered by AI with Acuvate's BotCore - An enterprise chatbot builder platform.
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Build, train & launch customized enterprise chatbots powered by AI with Acuvate's BotCore - An enterprise chatbot builder platform.
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Check out the top 9 contact center trends for 2021 to build agile, scalable, and resilient contact center operations.
The COVID-19 pandemic reshaped the entire business landscape. As customer behavior shifted from physical interactions to contactless digital transactions, businesses found themselves unable to cater to the emerging support and customer service needs.
Contact centers, particularly those in the health care, travel, government, and financial services industries, were overly burdened with inquiries from thousands of anxious callers seeking information and comfort. While remote employees struggled to balance work and home life, the contact centers witnessed significant absenteeism as workers tended to family commitments or lacked the necessary knowledge and infrastructure to operate from home.