What Contact Centers Need to Do
destinationCRM: What Contact Centers Need to Do
The contact center industry, after years of deploying technology to empower agents handling customer communications, is now facing several systemic challenges that will result in a shift to self-service and automated technologies to handle the bulk of those customers, according to an analyst firm’s recent findings. The exceptions, says Steve Morrell, founder of ContactBabel, a U.K.-based analyst firm, will be the instances in which a customer truly requires talking to an agent directly — a situation that will become increasingly rare.
