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Employee wellbeing matters: treat your customers like your staff
Digital transformation, AI, data mining and the cloud drive efficiencies and improve customer engagement. An estimated 46% of customer interactions are already automated, with the trend toward automation having further accelerated during the pandemic. However, as chatbots pick off the simpler queries, contact centre staff are taking the strain having to deal with more complex customer enquiries. This can take a toll on advisors’ mental and emotional wellbeing. Agent attrition is 15% (average) across UK…
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