Best Practices for Blending Automation & Agent-Assisted Service in the Contact Center

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Blend Self-Service and Agent-Assisted Service the right way and achieve a thing of beauty (and incredible returns!)

As consumers, we’ve all experienced – or at the very least heard about – organizations who’ve failed to effectively provide an experience that blends the best of self-service and agent-assisted service.  The self-service tool is too complex, inaccurate, or incomplete and there is no good way to escalate to a live agent.  Even if there is, we find that the agents often only have access to the same tools or insights as we do, which requires us to repeat ourselves, and a vicious downward service spiral pursues.

As contact center leaders, we’re responsible for balancing the evolving needs of our customers, the cost constraints of our organizations, and the engagement challenges of our employees.  In this day and age, that means leveraging self-service tools that are accurate, accessible, and easy to use while deploying live agents in the more complex and complicated customer interactions.  When done right, it’s a win-win-win that has incredible returns.  The challenge, however, is that without the right strategy and considerations it often causes more headaches than it resolves problems.

The result is that, as contact center leaders, we find ourselves asking questions like: Where is self-service and automation most and least effective? What are the best practices for enabling customers to move between self-service and a live agent without disruptions in the continuity of the conversation? How does the contact center identify and implement their ideal blend of automated & agent-assisted service?

If you find yourself asking these questions and are looking to effectively deploy self-service/automation that is additive, not detractive to your customer service experience, this webinar is for you.

Attend this webinar to learn:

• How to increase productivity through the optimal blend of automated & agent-assisted service
• The impact of customer mobility and connectivity on the contact center’s strategy
• Best practices for implementing self-service automation that effectively deflects contacts from live agents
• The positive impacts on employee & customer engagement when automation is appropriately deployed

Join us for this interactive and informative hour—complete with research, best practices, and live Q&A.

Speakers

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