Forrester pinpoints three megatrends for 2019 that are fundamentally changing how customer service operates.
Faster than a speeding chatbot…Able to leap tall customer requests in a single bound. Automation and AI have taken over the low‑value, repetitive tasks of customer service, creating the need for the superagent—an expert in handling the high‑value, challenging customer service tasks. Check out the Forrester report about the three megatrends affecting customer service this year. Learn:
- How automation and AI are reshaping operations and why it’s important to embrace the technology
- How AI is transforming the agent workforce and what that means to today’s generalist and mid‑tier agents
- How you can empower your agents to deliver real customer value
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The Three Customer Service Megatrends In 2019: As AI Eats Jobs, Agents Are More Valued, January 2019, Forrester