Customer Communication
Call centers are having trouble meeting consumer expectations, and they're also challenging for enterprises to sustain amid a shortage of workers and rising labor costs. Since the start of the pandemic, call center analytics firm CallMiner estimates that customer wait times have tripled and that customer service employee turnover has soared from around 50% to as much as 300% in some businesses.
Businesses understand that the solution lies in a shift toward digital communications and AI. In fact, 95% of enterprises surveyed by Replicant and Demand Metric said they're either currently using AI or plan to implement it in their contact centers during the coming year.
According to research by Gartner, Inc., only 1.6% of call center interactions are currently automated. However, that number is predicted to climb to 10% by 2026—saving call centers approximately $80 billion a year in labor costs. The coming year will be key for this digital transformation.
International Conference on Communications and Media Studies
1st Edition COMMS | 23-24 Jan 2023 | Delhi, India
Customer Communication
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