💡 Something exciting happens when you make it easy for customers to resolve simple queries and transactions.
The flow of routine, repetitive tasks and requests that used to clog the gears of high-traffic call centers eases up.
Instead of agents using valuable time to collect basic information (name, address, etc), pre-call solutions can do it automatically.
Simple software workflows can prompt customers to submit that essential information, scan barcodes and serial numbers and provide an overview of their issue.
Once the call is connected, the agent and customer can get straight to solving the problem.
Welcome to the Self-Service Revolution... https://hubs.la/Q02zkQMc0
#CustomerService #CX #CustomerExperience #CCaaS #SelfService #Automation #Efficiency #Innovation #ContactCenter #ContactCenterOptimization
I share insights about Conversational AI, Contact Center & CX.
2moIVRs are dead! ☠️ Kidding… There is still a lot of opportunity for traditional IVRs if they are well implemented, especially considering conventional design best practices. Conversational IVRs (aka voice bots) are very powerful and will be largely adopted. What do you think?