In the rapidly evolving landscape of customer service, AI and automation are revolutionising how we handle routine tasks. These technologies are taking over transactional activities, leaving contact centre teams with more complex demands that require a deeper level of emotional engagement.
Ultimately, there is a growing need for investment in our colleagues’ skills and capabilities to ensure they are equipped to meet these new challenges effectively. So, how and where do you find the time needed to enhance your agents’ capabilities?
In the fourth release of our thought leadership video series, Simon Separghan, former Managing Director of Customer Experience & Contact at NatWest, shares insights on investing in skills and capabilities without disrupting the customer experience.
To learn more about how QStory’s innovative functionality is making this possible, email hello@qstory.ai or request a demo today.