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
4. Effective Communication is key • 70% of business transformation efforts fail due to lack of engagement • Connections are the basis of every well-functioning entity. Any society, organisation, system or process depends on connections being made. • Good communication is identified by 30% of business leaders as the most determining factor for employee and customer engagement and business success.