The complexity of customer-agent interaction in contact centres is increasing. Is your organisation ready?
Despite many predictions that digital transformation meant the demise of the call centre, it has remained a key channel for customer service. Nevertheless, the role the call centre plays in serving customers is changing, with 73% of centres reporting an increase in the complexity of customer-agent interactions. The problem is that call centre capabilities have remained largely static and agents no longer have the tools to be able to serve increasingly complex journey efficiently. It’s therefore up to organisations to bring technology to the contact centre and create the new generation of bionic agents. Download this white paper to learn about:
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