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Tips to Balancing Contact Center Automation Costs and Quality – Leonard Klie

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Automation in contact centers can be very helpful to agents when they receive more calls in a day than they can take. However, there are industries where emotional interaction is required and automation should be avoided, such as healthcare, government, and financial services. But given the call overload some companies receive, automation is absolutely necessary in some way. The article “Tips to Balancing Contact Center Automation Costs and Quality” by Leonard Kile gives keys to automating certain aspects of your contact center if you’re in an industry that requires sensitivity and human interaction. These keys include:

  • Balance
  • Multichannel
  • Paying Attention to Performance
  • Employee Engagement
  • Time

To read about these tips in great detail, please click the link below: 

Tips to Balancing Contact Center Automation Costs and Quality – Leonard Klie

 

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