Contact Centre Trends 2021 with Ozonetel

CXSA’s Hassan Mohammad weighs in with some thoughtful views on the future of Customer Experience with Ozonetel.

“2020 has taught us how to survive in what was for most of us, the biggest challenge, of our lives. 2021 will see us harnessing Customer Experience from not only the customer’s perspective but also from the  businesses’ perspective – be it technical or financial. 2021 will be the year of re-defining customer experience and building our skillsets and tools to eventually help our organisations thrive. Education and a focus on agile, advanced practice thinking and doing will be key!”