How Some Automation Can Help Contact Centers During Uncertainty

A new hybrid way of working is looking likely to become the norm, just as a global employment merry-go-round is starting up. Our data shows that brands across a wide spectrum of industries are still seeing much higher digital engagement than during pre-pandemic levels. Customer habits are changing, so brands can’t afford to have any drop-off in their ability to service consumer needs. A cost-effective solution is to introduce automation to help manage the load. It could be just to fill in the gaps during a time of increased recruitment and training or during a fundamental shift in CX strategy that introduces service bots as an essential cog in the machine. Full article: https://www.icmi.com/resources/2021/automation-can-help-contact-centers-during-uncertainty
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