But, be mindful of this game-changing fact: Agents will no longer be essential to scale customer service.
The days of simply throwing more headcount at growing demand are over. Companies must remove repetitive agent tasks from a worker’s day, as well as automatically routing the complex, high-touch interactions to a live person to deliver empathy and personalization.
That’s all we’ll say about this new report. But don’t fret.
You can easily and quickly learn more about Forrester’s findings. How customer service organizations must rethink their culture, and the new developments prescriptive AI, robotic process automation, and adaptive agent desktops.
Attend the live Webinar featuring guest speaker and Forrester Analyst Kate Leggett
“Three customer service megatrends for 2020”
Date: Wednesday, April 8, 2020
Time: 10:00am - 11:00am PT | 1:00pm - 2:00pm ET
How AI and automation are changing the game in customer service.
Download the full report:
The Three Customer Service Megatrends In 2020: Fuse AI and Agents To Drive Better Experiences
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