Increasing channel diversity and automation will make interactions more complex, requiring highly skilled agents and intelligent processes to assist them. Here’s my take on five valuable use cases for AI in the contact center.
Retail contact center agents (aka customer service heroes) typically deal with stressed-out shoppers during the holidays and the return period that extends through March. The shipping and supply chain crisis, however, will make the interactions of the past a walk in the park compared to what’s to come this season. As the season progresses, expect […]