A successful self-service interaction costs less than one-tenth of a phone call, and AI now means that complex customer issues can be handled through both web and telephone self-service channels.
Pre-pandemic, less than 4% of contact centre agents worked remotely. Now, only 6% of UK contact centres have all of their agents permanently based in a central location.
Two new research reports show how businesses can seize the opportunities that next-generation self-service and remote & hybrid working can offer:
“The Inner Circle Guide to Self-Service” considers:
√ 9 factors to consider to make self-service a success
√ Moving customer channel preference away from live telephony
√ The real cost difference between 6 customer contact channels
√ How AI is really being used in voice and digital self-service
“The Inner Circle Guide to Remote & Hybrid Working Contact Centre Solutions” shows:
√ 9 factors driving remote & hybrid working uptake
√ Tips for managing and engaging the remote agent workforce
√ How to keep the remote environment secure
√ 12 challenges around remote working and how to solve them
To Download “The Inner Circle Guide to Self-Service” Click Here
To download “The Inner Circle Guide to Remote & Hybrid Working Contact Centre Solutions” Click Here
ContactBabel is the contact centre industry expert, helping US and UK contact centres compare themselves to their closest competitors so they can understand what they are doing well, what needs to improve and how they can do this. Our ongoing primary research helps businesses understand how technology, people and process best fit together, and how they will work collectively in the future.
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