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Four digital technologies that will transform the customer experience


Yasim Kolathayil, Vice President of Artificial Intelligence and Insights at HGS Digital.

Article originally published on Forbes
Written by Yasim Kolathayil

The contact center has traditionally been a necessary evil for organizations. Companies look at them as a cost center, and they will be the first on the chopping block when a financial crisis or downturn hits. Ironically, the contact center is typically the first thing customers encounter when dealing with a company. Here are some common challenges facing customer service organizations.

Growing number of channels: Consumers use an average of 10 channels to communicate with a brand. Companies struggle to stitch data across all these channels to provide a contextualized and personalized experience for customers.

Attrition: Contact centers are heavily people-dependent, and attrition has been a huge problem. On average, it costs $4,000 or more to hire an agent and an additional $4,800 or more to train them. The average annual turnover rate for agents in the U.S. contact centers ranges from 30%-45% (i.e., approximately half of the trained agents walk out of the door indicating the magnitude of the problem).

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