As customers increasingly demand frictionless and personalized experiences across all channels, contact centers are facing an unprecedented wave of challenges. From resource shortages, to cost concerns, to operational fragmentation, they have a lot to overcome if they wish to grow customer satisfaction and loyalty in today’s landscape.
AI should be a solution to these problems, but it has not lived up to the hype in many organizations.
Where have contact centers been going wrong? Why haven’t organizations been able to enjoy the promised efficiency and customer centricity gains? How should they rethink their AI initiatives in 2023?
This Special Report provides the answers; topics include:
- The biggest AI implementation challenges, and why you must address them in 2023.
- Key reasons why customers remain unimpressed with chatbots, and what you can do to elevate self-service.
- Top ways to ensure AI complements agent performance, leading to better employee experiences and happier customers.
- Tips for using AI to increase – not reduce – empathy and humanity throughout your journey.
- The connection between effective AI technology and savvy contact center strategy.
