It’s estimated that COVID-19 has sped up digital transformation by over 5 years. As we navigate different working environments, the urgency of existing technology trends were elevated.
While the tools we’re using to deliver value to consumers are improving and generating revenue for the contact center, a drastic problem is beginning to loom. The question becomes, how do we help keep our employees (and ourselves) at our best? And in what exact areas is this influencing the customer experience?
The single most important component to customer experience (CX) in the contact center right now is the rapidly evolving roles of their front-line employees (customer service agents) - how their current working conditions is influencing their day to day job, how AI and automation is helping them, and where we can increase both employee and customer engagement to improve contact center efficiency, quality of CX, and revenue.
Featuring insights form CCW Digital analysts, Uber, Microsoft, 7-Eleven, and Vonage, this report will cover:
• Research on the top challenges customer service agents are facing today
• The rise of self-service
• Productivity areas to address
• How to reduce employee burnout
• The role of digital engagement (for internal employees and external customers)
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