Any organization that relies heavily on a large labor force looks to automation to reduce costs, and contact centers are no exception. They handle interactions at such large scale that almost any effort to automate some part of the process can deliver measurable efficiencies. Two factors have ratcheted up attention on automating customer experience workflows: the dramatic expansion of digital interaction channels, and the development of artificial intelligence and machine learning tools to...
Topics: Customer Experience, Analytics, Data Integration, Contact Center, Data, agent management, data operations, Customer Experience Management, Field Service, AI & Machine Learning, customer service and support, digital business, Experience Management
