David Burnie shares an article that explains how contact center automation helps contact centers achieve their goals of improving the customer and employee experience, lowering costs, and optimizing top-line revenue growth. While live chat, email, and contact forms are increasingly popular for customer inquiries, the contact center is still a vital resource for companies. 76% of customers prefer to contact customer service over the phone. In addition, 64% of customers are more satisfied when companies offer real-time responses to their…