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AI and automation alone won’t meet rising customer expectations.The empathy that contact centre staff bring to the customer has a major impact on CX.”
Twenty-three months into the pandemic, a lack of physical touchpoints with brands has meant contact centres have been experiencing higher volumes of inbound enquiries than ever.
AI and automation alone won’t meet rising customer expectations.The empathy that contact centre staff bring to the customer has a major impact on CX.
Discover the major trends impacting customer experience decision-makers in Australia and how voice technology excellence is driving customer empathy and deepening engagement.
This blog has been adapted from an opinion piece that originally appeared in Technology Decisions.