With the digitisation of contact centre operations, the status quo is being upended. Technological advances in robotic process automation (RPA), AI, and machine learning (ML) are literally changing the face of customer care.
However, just because you can automate something in the contact centre doesn’t mean you should. To know which tasks to turn over to artificial intelligence and a machine is a challenge. One must balance core service goals with digital worker capabilities and provide exceptional customer experience.
Learn more about contact centre automation best practices – download TTEC’s white paper, Thoughtful Contact Centre Automation Transforms Customer Care.