The goal of AI automation is to allow an agent to focus on the most critical tasks, where they are most required, and to increase the efficiency of their job
Managing a call centre is no easy task. Imagine an office filled with hundreds of agents and supervisors handling tens of thousands of calls, emails and chats from thousands of consumers if you’ve never been in a contact centre or call centre. Furthermore, the agents are frequently new to customer service, have little to no professional training and have a fourteen-month average tenure. While dealing with irate or […]
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