2022 At home agents Interactive Voice Response Self service 
Outsource Consultants
MARCH 31, 2022
While many companies employ multiple ways to cut down call volume and increase self-service options, the three key types are: AI, automation, and access to account information. AI is a tool used to learn from customer interactions and apply the data to improve user experience.
DMG Consulting
SEPTEMBER 20, 2021
It’s bizarre that it took a highly contagious virus to drive so much innovation in the world of service, but this is one of the positive outcomes of this challenging situation. The pandemic has also accelerated the attitudinal shift of consumers toward self-service and digital channels as their preferred modes for service.
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