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Tom Jones, Vice President of Business Development at HGS, explores five smart solutions that help create low-effort, high-value tech support experiences for both customers and agents.
Article originally published on Contact Center Pipeline
Written by Tom Jones
The best tech support agents have a little secret: They aren’t doing their jobs all by themselves. They’re not cheating. They’re not slacking. But they are getting help from an outside source that lets them be more effective: smart technology solutions that enhance human agents’ capabilities by adding speed and precision.
These technologies aren’t intended to fully replace humans, of course. Contact centers are still very much in need of empathetic, friendly, helpful tech support agents who add a personalized touch to customer interactions and put a face and name to a brand. But these solutions make those human agents’ jobs easier by helping them find the right information quicker and get to a resolution with less effort—and that, of course, is good for the customer, too.
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