Call Center Automation: How to Prepare for the Future
Many customers interact with businesses solely through their call centers and contact centers, so it is extremely critical for businesses to improve that customer experience. Thankfully, this can be improved easily with call center automation.
Most call centers see productivity problems, resulting in long wait times, high call abandonment rates and poor average handle times. When things go awry with a call center employee, customers aren’t afraid to take their business elsewhere. Some 76% of customers report that it’s easier than ever to switch service providers based on their experience. According to a NewVoice Media report, bad customer service costs U.S. businesses more than $75 billion a year, all from loss of customers. So how can automation help?