There is little doubt that automation is the way forward for Contact Centres.
The human touch is still as important as ever. People don’t mind talking to machines, as long as it works well and isn’t relied upon too much. An over-reliance on automation can negatively influence a customer’s overall perception of the service.
The right amount of automation can create a better customer experience for both customers and Contact Centre operators. But it must be effective. Poorly implemented and poorly executed automation will have the adverse effect.
This article will examine some of the benefits to both customer and businesses of automation. We will also explore five examples of automation that, when implemented properly, will boost Contact Centre efficiency and productivity.Read More