Peter has over 15 years of experience in customer service, contact centers, technology and operations spanning startup, growth stage and enterprise organizations globally.
Today, organizations are customers are placing an increased emphasis on being able to complete their services online via digital channel. Not only does this this make it easier for customers to self-service via a channel and time of their choice but it also serves as a lower cost support channel to the organization.
Within the contact center, Operative Intelligence has identified that up to 50% of inbound interactions can be automated and better served through self-service channels. The challenge is discovering these opportunities in your contact center data and building the business case for investment.
In this video, we will discuss: