Why Read This Report?

Automation and AI continue their march into customer service operations. Operations are becoming more efficient, and enterprises are delivering differentiated experiences, uncovering new revenue streams, and reinventing business models. Automation and AI also transform the workforce: Agents work faster and smarter and are more satisfied. This report reveals the top three customer service trends that customer service leaders must pay attention to in 2020.

What you’ll learn

• Poor customer service costs businesses tens of billions of pounds
• Agents will no longer be essential to scare customer service
• Agents desktop modernise to handle complex issues
• Agent staffing and culture transform as AI sets in