Re-Humanizing The Contact Center With AI
The Covid-19 pandemic has had a very dramatic impact on how contact centers operate, forcing teams to shift to blended work environments in what seemed like a flash. Everything from how teams communicate and collaborate to the way they access insights, evaluate quality assurance, ensure agent performance and inspire people changed.
But something happened along the way, and now, as the prospect of normalcy creeps back into our day-to-day reality, the new normal for the contact center won't be the same.
At the center of this transformation is artificial intelligence (AI). Now, I know what you’re thinking: AI and the contact center have been connected for some time. It’s true, but over the course of the past year, as businesses looked to maintain their contact centers under the most trying circumstances, AI was the solution, but the focus is no longer on full-blown automation through interactive voice response (IVR) and chatbots.