Trends Report

Use Waze-Inspired Innovation To Shape The Future Of Your Customer Service

June 16th, 2021
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Daniel Hong, null
Daniel Hong
With contributors:
Caleb Ewald , Hailey Colin , Rachel Birrell

Summary

Automation was changing the nature of customer service jobs even before the pandemic. As self-service devoured the easy tasks, contact center agents faced ever-harder problems to solve. Brands have been investing in tools to strengthen the performance of those agents in haphazard fashion, as there is no unified “agent augmentation” technology category yet. This report shows how a holistic approach could borrow concepts from the popular navigation app Waze by capitalizing on the wisdom of crowds, predicting upcoming hazards, and dynamically rerouting agents as new data becomes available.

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