Slalom can help
Build a Human Experience in Your Contact Center
Transform Your Contact Center
For many businesses, the contact center is the primary point for customer interactions, yet COVID-19 has forced these businesses to rethink their sales and service models. Increased customer expectations, supply-chain issues, and new work-from-home requirements have all disrupted the industry in a way that will impact organizations for years to come. Add in the new path toward AI-supported solutions and the contact center landscape has become more complex than ever before.
Service transformation conversations have moved from the conference room to the board room as CEOs and CIOs ask service leadership where to invest for the biggest impact. While new technologies are needed to augment agent success, customers are still looking for a human approach, whether it be via a phone call or digital interaction. The customer expects the agent to know them, know their history, and—based on recent interactions or purchases—possibly understand why they’re contacting the company.