Disruptive factors such as digital transformation, the increased use of automation and AI, smarter use of data across the business, and the transition to the cloud are all combining to bring huge change across the customer service sector.

Each of these areas opens up significant opportunities for improvements in efficiency and customer engagement. But, as we rush to transform our customer service operations and secure the benefits of these innovations, it’s all too easy to overlook the impact they can have on the CX world’s #1 asset – your people.

While brands clearly had a pressing need to transition from assisted to self-service channels during the pandemic, few have really thought about what this would ultimately mean for their contact centre advisors – the key Human Service element of any CX strategy.

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