The New Customer Care Experience - Moving from Scripted Dialogs to Automation, Omni-Channel and Predictive Analytics

摘要

In the United States alone companies spend $112 billion on call centers each year, but only half of all customer service issues get effectively resolved. In response, customer care is evolving from a static model of 'reactive customer care' - associated with high operations costs - to an intelligent, automated, and predictive model that reduces costs and ensures that subscribers are happy with services that just work. Cable multiple system operators (MSOs) can make life easier for subscribers, by offering an omni-channel customer care solution that includes compelling and effective self-care tools and much-improved agent-assisted care.