The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers.
By Bruce Wedderburn
The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. But in spite of all the technology that’s now available, the #1 factor contributing to whether or not your contact center achieves its objectives hasn’t changed. The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers.
This fact has been consistently reinforced by the contact center leaders, managers and supervisors we’ve polled at the two most recent Customer Contact Week (CCW) events. Here’s what they’ve revealed to us about the most pressing agent and operational challenges contact centers are dealing with today.
Contact Center Agents: Losing the “Human Touch”?
Managers told us their two biggest