| | APRIL 20218TOGETHER AGAIN? HOW WILL THE POST - PANDEMIC WORKFORCE OPERATE IN INDIA?T hanks to COVID-19, 85 percent of global companies have accelerated digitization, and 67 percent have accelerated automation. With the rollout of vaccines, 2021 holds the promise of being less disruptive and many businesses are cautiously optimistic about a possible return to "normal."How soon that will be, we cannot say for certain. What we can do, however, is to discuss how the post-pandemic workforce may operate in India.Live Support Becomes More ImportantProviding your client with empa-thetic support during the transition is critical. 2020 saw us increase our reliance on chatbots out of neces-sity. We'll continue to use bots in 2021 but will also have to improve service delivery.Ironically, 80 percent of clients prefer dealing with a real person over a chatbot. To improve the customer experience in 2021, we'll require a hybridized solution for client support. Companies that IN FOCUSBy CEO Insights Team
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