How an Evolving Contact Center Has Transformed the Agent Experience
Balto
JUNE 17, 2022
Sheri Greenhaus Managing Partner, CrmXchange. Between self-service libraries and autonomous chatbots, nearly 70% of consumers attempt to resolve their issues independently before reaching out to a contact center. Yet, 75% of consumers still choose to interact with a real person, even as the technology for automated solutions improves. Why? Because the need for human touch is real, and it’s transformed the agent experience.
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