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A Smarter Contact Centre for Employee and Customer Experience

Published by: IBM

For years, customer service has prioritized cost containment and contact deflection. Today, rising customer expectations require a more responsive and strategic contact centre that can also foster brand differentiation and customer loyalty.
The growth of self-service channels, like communities and chatbots, is offloading routine customer issues and subsequently impacting the skills and technologies needed for service agents to solve more complex customer cases, whether at their desks, or increasingly, in the field.
AI is here to help contact centres scale support, deliver personalised service, and empower agents to do more easier and faster than ever.

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Lang: ENG
Type: Whitepaper Length: 13 pages

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