The contact center industry has seen two trends happening in parallel – rising wages and agent attrition.
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Transforming customer experiences
In the recent interview I had with world-renowned futurist, influencer, and thought leader Bernard Marr, we discussed the role of AI in the future of customer experience and the three things that are driving its adoption.
As in many other industries, the financial sector is facing several challenges that have a distinct impact on back-office performance.
One of the best things about being an adult is the requirement for numerous insurance policies,” said nobody ever
With disposable incomes becoming tighter for many, and recent changes to legislation restricting some collection tactics, it could feel like recovering debt is becoming a more challenging task for businesses.
CX technology does not always prioritize empathy during customer interactions. And some customers can’t effectively self-serve—or they prefer not to. It’s also true that certain customer groups will create a more challenging agent experience than the wider majority. One such group could include seniors.
The global business outsourcing market is forecast to hit USD 512.4 Billion by 2030, fueled by the growing need among companies to be agile, efficient, and deliver exceptional customer experiences. But the business process outsourcing (BPO) industry has undergone significant changes in recent years thanks to disruption in both demand and supply-side practices.