“Don’t care how! I want it now!” No matter which version So, how are companies going to arm their agents with of Willy Wonka and the Chocolate Factory you most enjoy, everything they need to help all their customers, even the Veruca Salt famously shouts these words at the end of demanding ones? There is lots of talk that if you inject her musical number that begins with a simple request. some artificial intelligence (AI) into your contact center, She wants one of Willy Wonka’s golden geese. Yes, it’s a everything will be great. This results in agents outfitted simple request, but it’s also a very specific one, and she with all the information and answers they need to help wants it now. your customers and customer satisfaction scores going up and to the right. Right? Well, maybe. Consumers today are not that over the top. Well, most of them aren’t, anyway. However, they have come to expect a certain level of speed and accuracy when it comes to their customer service experiences, and that makes sense. It is 84% extremely important for a company to know its customers. Today, 84% of customers say they are frustrated when an of customers say they are frustrated agent doesn’t have their information at hand. when an agent doesn’t have their information at hand. Contact Center Predictions for 2023 and Beyond 29