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They can recommend responses to agents or even coach agents in real-time. Attrition for customer support agents is one of the highest (with turnover rates between 30-40%), which leads to significant hiring, training and onboarding costs. The most advanced help desk platforms use a combination of human and machine intelligence.
While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future.
Recently, I was reminded of this brief interview that I recorded with Jim Rembach of Call Center Coach. We discussed how channels are likely to be approached in the future.
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