Drive business value for Contact Centers with Digital Adoption Platforms
Drive business value for Contact Centers with Digital Adoption Platforms
In this Tech Tide™ report, Forrester Research analyzes the maturity and business value of 20 technology categories that support customer service
Forrester Research found that digital adoption platforms are technologies with high business value that Customer Service leaders can invest in with confidence. Customer Service leaders use digital adoption platforms to leverage automation & AI for streamlined operations, allowing agents to focus on customer relationships while improving digital channels and adding more capabilities.
Digital Adoption Platforms become critical
Forrester Research determines that DAP will become critical for customer service teams as they navigate post-COVID-19. Download “The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021" to understand how companies like Walgreens and BMO financial leveraged DAP:
- Cutting onboarding timelines for new hires
- Reducing dependency on help desk and support
- Promoting agents' better usage of systems
Support your new hybrid workforce
WalkMe’s customer and agent-facing DAP, coupled with automation, AI and full visibility, is what Contact Centers need for remote customer service operations
User engagement: Engage your workforce to drive productivity and subject matter expertise
Automation: automate complex workflows across all Contact Center applications and systems to drive agent productivity and reduce average handle time
Data: Use data driven insights to create full visibility into your complete Contact Center tech stack
