The complexity of customer-agent interaction in contact centers is increasing. Is your organization ready?
Despite many predictions that digital transformation meant the demise of the call center, it has remained a key channel for customer service. Nevertheless, the role the call center plays in serving customers is changing, with 73% of centers reporting an increase in the complexity of customer-agent interactions. The problem is that call center 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 organizations to bring technology to the contact center and create the new generation of bionic agents. Download this white paper to learn about:
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