We live in an age of constant distraction. Screens light up with countless notifications in a day, and with consumers bombarded by a steady stream of information -- from their sister, their boss, their doctors office -- brands today are fighting even harder to cut through the noise. Now more than ever, companies should make the most of customer interactions, capitalizing on valuable moments when consumers make time to reach out to them.
At the same time, the customer service industry is undergoing massive change. Companies are moving to omnichannel customer care, and emerging technologies like artificial intelligence (AI) are reshaping the industry through intelligent robots and assistants. Especially now that contact centers can leverage AI to field customer inbounds, taking some of the pressure off of bandwidth concerns, the focus on familiar metrics like average handle time (AHT), first-call resolution (FCR) and adherence to schedule is shifting.
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