January 7, 2019 / GuidesFor Team
“It’s time for companies to start thinking about how automation, offshoring, and onshoring will impact their bottom line, especially in their customer service centers, which tend to be cost sinks,” Venture Beat envisions.
Contact centers are challenged to please their customers, and engage their employees while reducing the cost for operations. These are a bit challenging when it comes to the management of contact centers.
The vision of the future calls for automation of contact centers. Automation has been reported to have a cost-benefit equation that favors companies. Customer center agents are happy because they only have to deal with problems that are not resolved in the first phase. Chatbots are easy to install and can make problem-solving easier while reducing costs. A total win-win situation for all. ~ Lornajane Altura
Posted In: Research