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Automation of Call Centres

20th April 2021

     

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Is the phone call dead? Will omnichannel and AI technologies take the lead in customer engagements? Are successful companies the ones that meet communicate with their customers in their preferred channel to solve their issues?  (0.25 MB)

Is the phone call dead? Will omnichannel and AI technologies take the lead in customer engagements? Are successful companies the ones that meet communicate with their customers in their preferred channel to solve their issues?

In the past 12 months, the world has changed in unexpected ways. Banks and other global organisations have been severely impacted by the COVID pandemic and as a result call centres have been reshaped. We are seeing the automation of call centres.

Staff were asked to perform their duties remotely and companies had to quickly scale to handle the increase in inbound volumes as customers needed assistance due to the pandemic.

The fact is, call centres are fast being repositioned as contact centres. Consider the momentum behind this trend from the following analysts.

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Edited by Creamer Media Reporter

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