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Better with Bots: Automating Your Contact Center
July 15, 2021 | 12:00 PM—12:00 PM
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Do you know how many citizens feel dissatisfied and frustrated after engaging with your customer service center? Are citizens and agency staff waiting long enough to wonder why things take so long? Are your first contact resolution numbers low and do you pay the cost of escalation to Tier II because Tier I is pressured to get off the phone? Citizen contact centers, help desk, service desk, customer service centers, and call centers share the same success metrics and can share the same solution to improve citizen and employee satisfaction through automation.