A Customer Service Journey with Automation
Shifting to scale is all about creating efficiencies by automating manual tasks and processes. Even when customer concerns are more complex and can’t easily be shifted to low-touch channels, automation can streamline your agents’ workflow. Take digital transcription, for example. Eighty-one percent of service professionals say the phone is a preferred channel for complex issues, and 53% of service organizations have automated digital transcription of phone conversations. Automating digital transcription means less note-taking and flipping between screens for your agents, who can stay in their digital console to view everything they need to help your customers.
