Contact centres are always under pressure. Customers want a more responsive service. Advisors hope for a better working experience. And managers are always looking for ways to run their end-to-end customer service more efficiently. Factor in the challenges of increasing contact volumes, accommodating working from home, and difficulties in finding skilled contact centre staff, and it’s clear that finding new ways to unlock contact centre efficiencies has never been more important.

In this CCMA Good Practice Guide we’ll look at how applying a more integrated approach to automation can lead to optimised performance across the end-to-end customer journey – while also helping organisations to drive contact centre transformation.

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