Start Preparing Your Frontline for Machine Customers

Machine customers are already beginning to enter the contact centre and are presenting fresh challenges for frontline teams. So, how can you help prepare your agents for this new reality?We spoke to Katja Forbes – author of Machine Customers: The Evolution Has Begun – to find out how you can take a practical, step-by-step approach to getting this right.What Is a Machine Customer?In a nutshell, a machine customer is a non-human actor that can enter businesses and everyday life to transact on