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How profitable are your current customer relationship solutions? What solutions will you need to meet tomorrow’s challenges?
Does your channel strategy meet your customers’ expectations?
Which use cases should take priority?
Are you adding value with every interaction ? How can your first call resolution (FCR) rate be improved?
Does your efficiency match industry KPIs? Are you following UX best practices?
Which channel mix is optimal and what is the best way to integrate new channels? How can your qualification strategy be improved? Finally, what skills do your agents need?
Identify the bot use cases with the most business value.
Design AI-powered bots with features optimised for your business needs and integrate content tailored to your customer context.
Continuously monitor bot effectiveness and add enhancements based on performance analysis.
CX is in a period of change, driven by evolving customer expectations on one side, and technological innovations on the other. The contact centres that emerge successful will be the ones that learn to master the new tools available to them
Industry: Public Sector