Interactions 2024 - Las Vegas

Datasheets

Agent training tips for productive-form-anywhere contact centers

Overview

The modern customer spends 17 hours on screens a day, turning to social streams for advice and the web for answers. They order and return products online—often, without human interaction. In fact, 68% prefer self-service for simple support. But when they do want to talk to a person, 59% expect to connect easily to an agent who already has the answer.