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"!

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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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