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Customer experience has however evolved over time as a Freshworks survey reports.
Out of 1,500 service professionals across the globe with 600 of them from EMEA surveyed to understand the predictions for CX in 2021, Freshworks reports that the big concerns are that customer expectations are rising and so contact volumes.
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“Over 80 per cent of customer service leaders have seen an increase in support volumes across digital channels like email, live chat & messaging, social media, and website,” notes the study in part.
It further states that 65 per cent of customer service leaders worldwide are embracing remote or hybrid operating models that accommodate work-from-home as well as working from the office as they move forward. These changes are enabling the rise of a new brand of customer service that’s centred around agility.