With customers now in the driving seat, and with the rich technology that is currently available, we ask: why are so many customer journeys still hobbling in the slow lane?
Most of us have a pretty good idea what a good customer journey is, but what happens when a contact center is driven by cost control as its prime KPI?
By asking open questions, a robot can identify the reason for the call and then either handle the call itself or transfer the call to a live agent. Excitement surrounding Artificial Intelligence (AI) has been building steadily for some years.
In the days of push campaigns agents were trained and well briefed. Nowadays it seems little attempt is made to connect with corporate CRM systems to get a profile of who is messaging you.
Can AI handle everything? Or, are there some instances where only a human will do?
As apps become more sophisticated so do some of their negative points. Whereas Chatbots are becoming more important for contact centers.
What is the future for contact center agents? Will they become redundant? Hardly! If anything, the contact center agent will have a more important role than ever before.