A practical guide to blending bots, the crowd and live agents in your contact centre of the future
by Paul Weald |
There is much hype around the notion that robots will be taking over contact centre jobs within the next five years. But for those of us who have been in the industry since the 1990s then there is a more measured response. We expect the digital channel to overtake voice based interactions within this time period, but the requirement for an emotional connection between a customer and the organisation will remain. Plotting a path that blends live support – either provided by contact centre agents or by crowdsourced brand advocates – with cognitive based tools will become a key requirement in any future roadmap, taking these employee and customer groups with you on that business change journey. .... "