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Description
We're at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels — shifting between them seamlessly and even using channels simultaneously. Companies react by adding headcount — an unsustainable strategy. You must transform operations by developing strength in automation and AI and teach your agents how to best work with these technologies. This webinar outlines the top three megatrends that you must pay attention to in 2020 to stay ahead of your competition.
Key takeaways:
- Automation and AI are the foundations of customer service operations. Customer service organizations must meld them into every aspect of their operations.
- Agents must work side by side with automation and AI. These technologies take over reproducible agent tasks and help agents focus on work that impacts customer relationships. Modernize your agent desktop.
- Rethink measures of success and workforce management practices. Teach your agents to work side by side with AI and automation. Upskilled and empowered agents demand autonomy and purpose. Teach them new skills and update career paths for them as these technologies change their daily work. Pivot success measures to customer-centric ones. Revisit workforce practices.
Target audience level: intermediate and advanced
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