Oracle |
Empowering contact center excellence for 30 years!


The Death of the Contact Center (2013)

Most people agree that there is value in good customer self-service. When implemented correctly, self-service can give customers easier access to information, increase overall response rates, and help the contact center deflect inbound inquiries. This saves the customer time and the company money, but what does it do to the live agent? As virtual assistants, proactive responses, and automated bots become more engaging and intuitive, are they also replacing the need for the live agent? ICMI and IntelliResponse enthusiastically say, "NO"!

Download Educast >  


On average, how much time do your supervisors/managers spend coaching their team of representatives?

1-5 hours per week
6-10 hours per week
11-15 hours per week
16-20 hours per week
21 or more hours per week
More Polls