The contact center supports customer interactions across various channels, including phone calls, email, webchat, interactive voice response (IVR), etc., and is distinct from telephone-only call centers. With the increase of digital channels, customer interactions have grown, making it hard to manage the omnichannel experience, let alone improve it effectively. Organizations planning to boost sales, service standards, customer satisfaction, and the company’s bottom line require them to apply technology and operational strategy to their contact centers. Some of the key pain points faced by contact centers are high staff turnover, low employee engagement, and low first-call resolution rate.
During this session, we will dive into how Hyperautomation can be leveraged to address these pain points and keep the customer happy.
Director of Advisory, Insurance
Customer Experience and Contact Center Automation Lead Customer Experience and Contact Center Automation Lead at UiPath