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"!
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