The Three Customer Service Megatrends in 2020: Fuse AI and Agents to Drive Better Experiences

Ensuring your agents have the right tools is key to bringing human connection to the contact center — and truly understanding your customers’ problems. Knowing and connecting with your customers will save you money and establish loyalty.

Giving agents access to artificial intelligence (AI)-enabled tools is becoming the optimal way to run the contact center. By automating simpler interactions and giving your customers the digital tools to fix their own problems, agents can handle more complex problems. And that makes them critical players in your success.

Read this report from Forrester Research to learn:

• Three megatrends for customer service pros in 2020
• How shifts in AI and agent roles influence workforce planning and culture
• The role of AI-powered desktops and how they better guide agents on customer needs