The Contact Centers Expert Insight eBook provides valuable insights into the strategic moves that contact center leaders have made to achieve key objectives with agent performance metrics. The eBook highlights the importance of Voice of the Customer (VoC) data in guiding contact centers towards excellent customer service and transforming customers into loyal fans. The use of chatbots is also discussed as a tool to optimize the effectiveness and morale of agent workforces. The eBook showcases key learnings from CXN Live: Contact Centers, including how ESPN welcomed a chatbot to handle enquiry spikes and how PaySimple empowered its system with a chatbot. Overall, the eBook provides valuable insights into the role of chatbots in contact centers and the data-led approach to making meaningful upgrades.
