The value of cross-channel voice of the customer
A few years back, it seemed forecasters everywhere were predicting the demise of the call centre as self-serve digital channels accelerated up the steep curve of early customer adoption. More recently, with the advent of automation in the form of Intelligent Virtual Assistants, natural language processing and other artificial intelligence-based tools, the extinction of the call centre was revisited.
It is true that digital interactions are increasing. According to this 2018 McKinsey research, 48% … Read More