Now pose those same questions to your agents, but substitute “self-service experience” with “desktop experience” and it’s likely the response will be much different. It would mirror the same feedback we’ve received from 100+ contact centers over the past 10 years, and contains the following words and phrases: complex, cluttered, hard to learn, frustrating, disparate, not intuitive and ancient. Imagine your customers providing similar feedback about your self-service channels. Not only would your adoption rate be zero percent, but the number of customers you have would quickly trend toward zero as well.
Live interactions aren’t going away anytime soon, in fact, expectations are higher than ever! Now is the time to stand out from the rest and lead your agents down the path of optimization and automation by transforming employee experiences with digital solutions. Let us help you unburden your agents with this infographic, where we have highlighted some of the issues faced by them and how to best solve these with intelligent automation.


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