The Tricky Side Of Omni-Channel

3. More complex voice contacts
• With successful implementation of AI, bots self service,
many simple issues can get solved without interference
from agents
• What rests for the agents are the difficult cases
• Leading to increasing call times
• These are generally also the more sensitive cases with the
biggest ‘explosive’ danger
Þimportance to have extra informed and
empowered agents with access to the right
information and clear view of proper
performance at any given moment