PegaWorld iNspire 2020: Agile customer service in unprecedented times (Presentation)

"The recent global health crisis has led to nearly all businesses having the sudden need to move to a digital and distributed model. Perhaps for the first time ever, employees have been working from their homes and doing their best to operate in this new environment. Meanwhile, many business contact volumes and hold times are still at all-time highs. With this rapid rate of change, this may actually be the greatest make-or-break time that businesses have ever faced across customer relationships. Join this session to learn how contextual self-service, intelligent automation, case management, omni-channel messaging, and real-time AI can help businesses demonstrate empathy for customers and employees alike all while driving down cost-to-serve".

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