Unintended Consequences of Call Center Automation and How to Avoid Them

Unlocking seamless experiences: proactive solutions to modern customer care challenges.

Consumer preferences are rapidly changing. CX leaders are moving quickly to meet the need for more personalization, more convenience such as 24/7 self-service customer care, an increased preference to shop online, a desire for alternative communication channels with brands, and a redefinition of the term ‘fast.’ Forbes reported 67% of consumers now prefer self-service over speaking to an agent.

This whitepaper outlines the unintended challenges that automation and self-service tools have introduced and the emerging strategies that CX leaders are leveraging to overcome them.

Topics covered include:

  • Increased customer friction and support costs
  • Security concerns and database management issues
  • Increasingly complex call types
  • Greater demand for personalization