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It’s hardly surprising that automation is on the rise, with contact centres looking to drive efficiencies wherever possible. However, automated service is not always popular with customers, as they do not feel the company cares sufficiently to deal with them as an individual. So how can organisations make customers feel valued, while efficiently routing calls and promoting self-service?
Call Centre Focus, industry analyst Ovum, and technology specialist SpeechStorm discuss ways to personalise your automation strategy in this prestntation from an exclusive live webinar.
Claudia Hathway, Editorial Director, Call Centre Focus
Daniel Hong, Senior Analyst, Ovum
Damian Kelly, Sales & Marketing Director, SpeechStorm