Executive Guide to Contact Center Automation
Executives face tremendous pressure to continually reduce costs without negatively impacting the customer experience or agent engagement. The problem, however, is the conflicting nature of these goals. Achieving one typically means the other is losing momentum. On top of that, today’s environment only adds to the complexity. Imagine if you had an automated manager for every contact center agent. Automation keeps agents on an optimized schedule to increase efficiency via rules triggered in real-time by actual service level conditions.