We all tend to think of a contact center as a people-driven area of the business — a department where customers can connect with living, breathing resources to get the support they need. So, it’s no surprise that we don’t usually envision the contact center as a target for automation. After all, doesn’t automation take people out of the equation?
Not necessarily. The fact is that the contact center is the perfect setting for digital transformation through automation — but not because it replaces people with their robotic equivalents. Automation can make the contact center’s human resources better at their jobs. It can improve both the customer experience and the employee experience by taking the delay and friction out of customer interactions. Following is a quick summary of how.
