The Great AI Paradox for Contact Centre Agents
CSM Magazine
NOVEMBER 14, 2023
Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips to activate the agent of the future. The majority (80%) or more rank agent engagement scores as the top measurement metric of the future ahead of traditional customer-centric KPIs such as customer effort (81%) and average handle time (80%).
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