The first half of 2020 put the operational readiness of our industry to the test in a big way.
Some businesses were in a position to rise to the challenge, but many struggled with overwhelming volume, tighter resources, and sudden operational changes. Those that were able to rise to the challenging times were successful because they provided customers and employees with reassurance, stability, and easily accessible information. They provided frictionless experiences.
But how were these businesses able to quickly pivot to accommodate the overwhelming needs of their users during a worldwide crisis?
By leveraging automation.
This report is your guide to successfully navigate and understand the evolved view of conversational automation and how to prepare your organization with the right technology and expertise for operational readiness now and for the future.
Topics in this report includes:
- How Is Conversational Automation Helping Contact Centers?
- How to Create Business Objectives with Conversational Automation
- Scaling the Contact Center by Improving Chatbots and Personalization
- Elevating the Agent Experience and Agent Productivity
- Learn from What Your Customers are Saying with Insightful Analytics
- How to Get Started to Achieve Short-Term and Long-Term Automation Goals
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