5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX
NICE inContact
JUNE 20, 2019
We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs. Consistently, organizations overestimated satisfaction with online assistants/chatbots and IVR by 9 and 7 points, respectively.
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