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It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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Damien and Nikola talk rising aggression towards contact center agents and the protective role of AI automation. Highlighting alarming stats like 65% of people abandoning brands after one bad experience and a 90% increase in customer service abuse during peak seasons, they address the issue and how AI can deflect initial customer rage and effectively manage high volumes. As holiday-induced pressures mount, hear how AI offers a valuable solution to preserve both employee well-being and customer satisfaction.
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