As the US braces for the impact of the COVID-19 crisis, business leaders are focusing on the potential impacts around profits, supply chain, and brick and mortar traffic.
Agents typically work in shifts in a contact center and are physically present in the building to accept interactions. With the restrictions currently placed on gatherings and to promote employee health, many contact centers are moving to allowing / requiring agents to work from home.
A photo of shopping baskets at a Sephora recently went viral. Grab a red basket and it means “I would like to be assisted“, and a black basket indicates “I would like to shop on my own“. Indicators of the new customer self-service reality.
We’re launching an industry report on Artificial Intelligence (AI) and its impact on the customer experience. We’d love your input.
Artificial Intelligence. It’s the hot, trendy topic that gets bantered around as being ‘the next big thing’ in CX. But how much is hype vs. reality?
Curious as to which channels are the best to invest in? Which will make the most impact for your customer’s experience?