Too often we are focused on following the roadmap to call center self-improvement, when letting everyone (leaders and CSRs) challenge conventional wisdom brings change much faster.
People Culture COVID-19
AI is taking on transactions formerly done by tier 1 agents, and agents are now moving up to tier 2 customer interactions.
Companies aren’t able to close the Engagement Capacity Gap by simply hiring more people because hiring more people isn’t scalable.
Technology Artificial Intelligence