Latest study

Latest Study

New Study on The future of CRCs and agents – 2018 Edition

Study objectives

To varying extents, most companies are dealing with the increasing use of digital technologies, from robotics to automation. New technology must be implemented, and the operational processes, management approaches, human resource profiles and work environments must all be updated. In CRCs more specifically, where a portion of the volume of customer contacts is moving toward automated and semi-automated service, technology draws on artificial intelligence, that is, robots.  What must we do to prepare for these changes and make the transition viable for our companies?

This study will serve as an information base for a vision of the future for the operations of participating organizations, not a vision of the service providers offering technology to automate customer service.  We want to know and to share what activities will be implemented to support the technological changes coming to our companies.

Topics covered in this survey :

  1. Agent profile
  2. New infrastructures / technologies
  3. The challenges faced using the new channels

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About Us

Founded in 1996 by Pierre Marc Jasmin, Services Triad Inc. is a management consulting firm specializing in studies providing direction and assistance in optimizing customer relationship centers operations by means of process, technology and human resources.

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Montreal, QC H3J 1N4
Phone: (514) 931-0663
Fax: (514) 931-4429

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