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About This Report
“The Contact Centre AI Series” provides focused data and insight into how organisations can use AI solutions to solve real-life contact centre operational and commercial issues.
“AI for Contact Centre Cost Reduction” looks at the perennial issue facing contact centres – how to keep service levels high and costs low.
Despite the rise in self-service, the number of customer interactions continues to rise, with an unprecedented preference for the phone channel, especially for complex and urgent queries.
With call lengths and agent salaries rising, businesses are struggling to keep a handle on their contact centre costs.
AI – through chatbots, voicebots, agent assistance, post-call automation and other solutions – shortens call lengths and handles low-value pre- and post-call work without damaging customer experience.
“AI for Contact Centre Cost Reduction” shows how AI can lower expenses through:
- Making live calls more efficient, whether before, during or after the call
- Reducing unnecessary call-backs
- Encouraging the successful use of lower-cost channels
- Lowering agent attrition and reducing recruitment & training costs
- Making workforce optimisation cheaper and more effective.
Length – 27 pages | Time to read: 25-30 minutes.
Free to download.
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In this Report
Cutting the Cost of the Telephony Channel
- AI, FCR & proactive customer contact
- Automating quality & WFM
- Automated customer authentication
- Optimising talk time
- Reducing post-call work
Cutting the Cost of Live Digital Channels
- Identifying channel failures
- Enhancing self-service
- Chatbot & voicebots – opportunities & pitfalls
- Reducing agent attrition
