Greatest Challenges in Contact Center Transformation
Increasing call volumes in the contact center since the pandemic’s beginning has caused a less-than-optimal customer experience. This leads to dissatisfied customers, yet it also leads to higher levels of employee attrition. The end result is a contact center that isn’t meeting KPIs.
Most common mistakes in Contact Center Transformation
Whether simply hiring more people or investing in new technology, businesses tend to invest in old ways of working, rather than looking at existing contact center assets and asking how they can be transformed.
Future of Contact Center Transformation
AI and automation are already enabling contact center agents to spend less time on low-value repetitive work and more time answering complex queries from customers. This will enable companies to move from reactive to proactive problem resolution in the future, even before the customer has realized there is a problem.