Customer expectations have never been higher. But agents today are facing immense pressure to provide the same level of top-tier service, with fewer resources. Now, more than ever, customer experience (CX) is every business’s top differentiator.
As companies adapt how they deliver customer care in a post-coronavirus world, there has never been more opportunity to leverage digital solutions that offer first-time resolution, increase customer satisfaction and combine agents’ emotional intelligence with AI to drive efficiency and productivity.
But understanding CX challenges and pain points, as well as the innovation to address them, can be overwhelming – especially in today’s rapidly changing environment. Having the right balance of human and digital is key in delivering faster, smarter CX.
In this webinar, you’ll learn to:
- Leverage speech analytics to unlock actionable insights from 100% of your contacts
- Implement a conversational IVR to deliver faster customer resolution
- Quickly standup chat and messaging solutions to increase CSAT, drive brand loyalty and improve the self-service experience
- Deploy FAQ chatbots as a quick fix to overwhelming contact volumes with new customer queries and concerns