Time to upgrade your membership
Take advantage of all the benefits of an executive membership - Click here to upgrade now
Industry Research : Customers No Longer Resent Automation, They Demand It
Like it or not, computer automation is good for business. Contrary to depictions in many sci-fi movies, automation will not result in a startling loss of jobs, in fact, experts predict that in 2018 just 9% of jobs will be lost to automation while 2% will be created for the new "automation economy".
Gone are the days of hesitation and resentment by the general public towards this shift. Instead, as people become more and more accustomed to interacting with customer service automation like kiosks and robots, they’re actually demanding it. People expect fast, personalized responses, the likes of which, only automation can provide. That’s why analysts at Forrester predict "In 2018, automation will go from being a political hot topic to having a genuine and measurable impact on our day-to-day lives."
Sponsor message - content continues below this message
2019 '14th annual' Global Contact Center World Awards NOW OPEN!
Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there!
Content continues ….
Automation will permanently change the ways businesses engage with customers. Customer-centered organizations will need to automate as many interactions as possible to reach the demands of today’s instant-gratification expectations.
In many instances, especially in customer service applications, automation works hand in hand with human agents to improve the customer experience and ultimately help service agents succeed at their jobs and improve the customer experience.
Today's Tip of the Day - Future Ready
More Editorial From Bright Pattern Inc
About Bright Pattern Inc:
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
Published: Monday, January 8, 2018
Accenture is a global management consulting, technology services and outsourcing company. Accenture collaborates with its clients to help them become high-performance businesses and governments. With ...
8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any locati...
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interact...
Mitel is a global provider of enterprise and small business communications solutions and services. The company focuses on blending powerful infrastructure with an intuitive human interface to deliver ...