The Future of the Contact Centre: Automation, Self Service & the New Agent

The Future of the Contact Centre: Automation, Self Service & the New Agent

Throughout this report, a consistent challenge facing customer service leaders we have interviewed is the need for them to find a way to remain human in the context of evolving digital technologies in customer service. AI and chatbots need to be used to augment the human connection with customer not to replace it. Automation should be personalised yes, but interactions need to be welcome and not at all creepy – and getting this balance right is tough.

Automated programmes need to be in tune with customer needs and desires to drive successful engagement, so emotional measures need to be built in and developed in machine learning and AI systems in order to get to that next level of engagement.

 This report supplies you with a collection of interviews IQPC Exchange have conducted with customer service leaders who have attended Exchange events or contributed to our research reports over the past 12 months. Read on to benchmark against peers in banking, financial service and insurance plus retail, utilities, healthcare and B2B companies to see how they are taking advantage of these evolving technologies and overcoming hurdles along the way.


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