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Understanding what to automate, how and when in the call center

Understanding what to automate, how and when in the call center

Tags:
  automation  call center  contact center  Datacraft  self-service

By Nagi Kasinadhuni, Datacraft Asia | Jul 6, 2009

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Enhancements in self-service technology is making it possible to automate certain functions in the call center. The challenge is identifying which areas can be automated, semi-automated and left alone. Nagi Kasinadhuni, General Manger Converged Communications, Datacraft, offers insight into how to identify the areas to automate.

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