With an abundance of automation tools available in the contact center space, deciding where to begin your transformation can be overwhelming. Tools such as analytics, artificial intelligence, knowledge base, virtual assistant, natural language processing, and robotics can all provide value and improve efficiency, but making broadscale multiplatform and procedural changes in one fell swoop can backfire by introducing multiple steep learning curves for agents and supervisors who must continue to perform their function while changes are happening. Rather than implementing massive multiplatform and procedural changes overnight, most organizations will benefit from taking an incremental approach that ensures new technologies are quickly adopted throughout the organization, without negatively impacting the client base.
