Want to see what 2024 has in store for CX?

By examining the most insightful (or sensational) predictions from analysts and consultants and aligning them with the feedback from our customers, this years’ report covers the trends CX leaders are facing, and advice on how to get ahead of them to smash customer expectations.

Download this report to find out:

• Why Digital Experience platforms will be key for multi-experience customer journeys.
• Why data and AI are critical to CX improvements and customer loyalty.
• How engaged employees are key to CX improvements, and… your cybersecurity.

Read the guide to find out more!

Seismic shift in contact centre operations

Now the initial lockdown upheaval’s subsided, we can start to take stock. Here at Kerv (previously Foehn) we saw heroic examples of clients rolling out systems for remote workers in two weeks – feats unimaginable before COVID-19. Clients with cloud-based contact centres had an easier time than their on-premise counterparts, but they still had difficulties to overcome.

When it comes to the technology needed for effective work at home agent adoption, the Frost Radar™ report cites first-rate workforce optimisation tools, flexible deployment options and easier-to-use interfaces. We agree, and so do our clients. The solutions we outline in the white paper, which echo the Frost Radar™ findings, are based on input from clients who told us about the main challenges they faced during lockdown and what to consider for the workforce of the future.