Customer experience is quickly overtaking price, product or service as a key brand differentiator. Therefore, contact centres are increasingly looking into the importance of good customer experience as a metric for success. With the rise of the omni-channel, AI automated contact centre, it’s vital that positive customer experience is maintained, but how do contact centres deliver this successfully? Agents play a critical role in being the voice of a brand, now and in the future. With customers growing frustrated by lack of resolution via the other available touchpoints, voice is still a vital component of the contact centre communications mix. Find out more about the key role agents will play going forward and how to maximise customer experience in this important channel.
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