ZERO-FOOTPRINT CONTACT CENTER: WILL ROBOTS MAKE LIVE AGENTS OBSOLETE?
Self-service has become the preferred approach for customer service and, increasingly, sales, for consumers, regardless of their generation. Companies are trying to figure out what to make of this new self-service trend. Should they convert their contact centers to fully automated environments and use robots and intelligent virtual agents (IVAs) to replace live agents?
It’s easy to see why this appears to be such a highly compelling option, to minimize the cost of service, reduce dependence on live agents and enable companies to deliver standardized answers and a consistent level of service to all customers and prospects. But for each of the benefits of this approach, there are at least twice as many concerns…
This detailed roadmap from DMG Consulting explores the trends, technologies, and hidden costs and risk-factors associated with eliminating live agents completely – and details the 9 steps you can take to improve automation while delivering exceptional CX and results.