Contact centers have invested in automation for years, but outcomes have often fallen short. Despite the rise in chatbots and other forms of self-service automation, call deflection rates aren’t contained and customers remain unhappy with the speed of resolution of their requests. On top of all that, compliance regulations, back and front-end system complexities are making it hard to achieve high levels of ROI.
All of this adds up to faster agent onboarding, happier agents, lower agent turnover, faster AHTs, lower operational expense and happier customers.
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