Shelf：2021年智能客服助手助力不断变化的联络中心报告（英文版）

It is easy to trumpet phrases like “happy agents equal happy customers” and “what happens behind-the -scenes impacts what happens on-stage.” The ability to actually deliver empowering environments that produce engaged and productive agents has, on the other hand, consistently eluded customer contact leaders. From convoluted workflows, to rigid policies and procedures, to fragmented tools and dashboards, contact centers have long imposed difficult, frustrating experiences on their employees. A