will robots ever replace contact center agents?
TRANSCRIPT
Will robots ever replace contact center agents?
A recap from the November 29, 2016 #ICMIchat
Q: As a customer, how
does automated service make
you feel?
Q: Does your company automate
any aspects of service? How well
does it work?
Q: What can contact centers do to improve the IVR
experience for customers?
Q: Which types of service interactions are best suited for
self-service or automation?
Q: Many restaurants, airlines, and hotels
are moving towards a mostly self-service
model. Good idea or bad idea? Why?
Q: Does increased automation change the job description
for frontline employees? How so?
Q: Q: Some "experts" believe virtual agents
will eventually replace live agents. Do you
think this is feasible? Why/why not?
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