Fonolo

SEPTEMBER 11, 2018

More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. As a closing note, consider this story from last month, in Bloomberg, about global bank HSBC: Why Banks Are Giving Tellers Raises, Instead of Firing Them All.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Fonolo

SEPTEMBER 11, 2018

More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. As a closing note, consider this story from last month, in Bloomberg, about global bank HSBC: Why Banks Are Giving Tellers Raises, Instead of Firing Them All.

Customer Service 52

Customer Service Banking Contact Center Call Center 52

RichCall

SEPTEMBER 13, 2017

self-service. As people switch from phones to other channels, companies need to work on integrating human approach to their CX robotics: Companies start focusing on channels that provide robotic customer support with a human touch, according to the Global Contact Centre Benchmarking Report, Dimension Data 2017. Self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64