Contact centers are under constant pressure to improve efficiency. And with good reason. Both interaction volume and customer expectations are on the rise. And with agent attrition at a historic high, CX leaders face a never-ending quest to do more with less. 

It’s no wonder that automation is a central component of both CX strategy and the budgets that enable it.

So far, most automation investments fall into two categories, deflection and support. Chatbots are meant to deflect customers away from agents’ queues. And real-time agent assistance takes aim at efficiency and productivity. But both approaches have big limitations that impose a ceiling on your investment returns. 

But with the right investments, you can get a better return. So, the real question is which investments will give you the biggest bang for your buck?