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Empowering Your Frontline Employees and Agents – Leveraging Intelligent Tools for Maximum Impact

Empowering Your Frontline Employees and Agents – Leveraging Intelligent Tools for Maximum Impact

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Published by: Research Desk Released: Jun 17, 2020

Customer expectations have grown tremendously, as their experience with a brand has become one of the most important factors that determines if they’ll purchase again from a company. These rising expectations are increasing the demands on all customer-facing employees.

This 2019 global survey asked 750 customer-facing employees, customer experience managers, and content/knowledge managers:

  • How are their roles changing in this competitive environment?
  • What are the biggest barriers to making customers happy?
  • Are they leveraging AI technology to improve customer experience?

What is their strategy to scale high-quality support at manageable costs?