BrandPost: The Evolving Contact Center – Highly Skilled Workers Plus Automation

Highly skilled agents can address customers’ needs with bulls-eye accuracy. But not all customer queries require the expertise of a live support agent. These days, agents are inundated with frequently asked questions (FAQs), many of which revolve around returns and login help – typically time-consuming queries with easy fixes.Fortunately, companies can preserve the skills of their agents for higher-priority or more complex issues by introducing intelligent automation. Automation reli