The Evolving Role of Process Automation and the Customer Service Experience

摘要

Give contact centers credit. In their ef fort to improve customer service and increase the effectiveness of how service is provided, many centers have made significant investments in technology as well as people. One payoff has been contact center automa tion and the efficiency it produces for manag ing customer interactions. Yet, bottom line, the pressure remains to improve service processes overall and reduce costs at the same time.