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A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. Attention to DetailĪpart from achieving better flexibility in terms of customer service delivery, many call centers are finding themselves confronted with the details of doing business as new working models force management to reexamine the numbers and bolster bottom lines. Adapting to a shifting market means making changes to agent engagement processes, team cooperation, agent training and more, while maintaining a positive customer experience. To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. Keep reading to see what is on the radar for 2021. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes. Offering AI-enhanced processes to call center agents does more than make their work easier, it also enhances the user experience through improved speed in reasoning and augmented accuracy. Accenture predicts AI will increase business productivity by over 35 percent before 2040 in the US alone.” – The Fusing of AI & Automation with Human Judgment in Call Center Success, CallMiner Twitter: 2. Omnichannel support is expected and appreciated. “Consumers these days expect that companies are responsive across many channels. But they despise repeating themselves when they switch platforms. For instance, when they go from email support to calling the customer service team.
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