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Amdocs conducted an extensive global market research survey to determine the future role of customer service agents in a digital setting.
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Give the agents wings – The pivotal role of customer service agents
How does self-service change the way contact centers engage with customers? Will AI and automated conversations replace human agents and the existing channels they run? How will the role of the agent change?
The report ‘Give the Agents Wings’ examines these questions, drawing on the results of a global survey of:
Its aim was to determine the future role of agents in a digital setting and how they can be empowered to excel in today’s complex business environment. The findings were revealing. Technology does present countless opportunities to improve processes, but the survey suggests telcos are not fully taking advantage of automated tasks. It also found that agents feel held back.
Read on to learn more about what the findings mean for your organization – and how they can help you unleash the potential of your agents to build memorable customer relationships.
