Talkdesk：2021年八个由客户旅程推动的联系中心优化用例报告（英文版）

When your customers need support, they expect to have a great experience no matter which channel they use. The Head of Call Centers at Barmer GEK, a leading German health insurer, said it best: “Our customers increasingly expect to be able to interact with our agents through multiple communication channels — whenever and wherever — and to switch seamlessly between them.” What’s more, organizations worldwide now expect their contact centers to simultaneously increase customer and employee sati