Customer service satisfaction in the UK is plummeting. Forget robots taking all the jobs – the culprit might be the very technology designed to streamline interactions.
This paper examines the surprising culprit behind declining customer satisfaction in UK contact centres: overreliance on “digital-first” strategies. Discover how adopting a ‘digital-on-demand’ approach whilst investing in the competence development of your workforce can unlock improved customer engagement and satisfaction.
Key learning outcomes:
- Beyond “Digital-First”: Discover the hidden pitfalls of automation overload. Learn how to strike a balance between technology and human expertise for a seamless customer journey.
- Investing in Your Human Advantage: Uncover how inadequate agent training hinders customer satisfaction. See how to “right-skill” your workforce and tackle the challenges of hybrid working to optimise performance and avoid talent churn.
- AI: Partner, Not Replacement: Explore the power of AI-driven technology to enhance your customer service operations. Learn how to integrate AI with your human workforce for a truly “digital-on-demand” service experience.