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Inbound Customer CareBuyers’ Guide

The COVID-19 pandemic has accelerated trends already in place impacting customer care environments:

  • Per a 2020 McKinsey study, first-time users of digital channels increased dramatically during the COVID-19 pandemic, with 75% of those adopting
  • Agent turnover has further increased in a competitive labor market — attrition is up from already high pre-pandemic turnover rates, as
  • Consumers are trying new brands at higher rates during the pandemic, a sign of eroding brand loyalty and increased expectations on all companies to

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