BOTS AND BIG DATA: THE EFFECT OF DIGITISATION ON CONTACT CENTRES

BOTS AND BIG DATA: THE EFFECT OF DIGITISATION ON CONTACT CENTRES

Digitisation is ubiquitous across industries, and contact centres stand to benefit greatly from it. But how can digitisation be properly applied to maximise efficiency at contact centres?

In this report, we look at how digitisation can support contact centre staff through several methods, including:

·         Data analytics

·         Greater service personalisation for individual customers

·         Bot deployment

·         Prioritisation and queueing customer calls for greater efficiency

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