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."
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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 - Don’t Just Record Your Agents
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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
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