Contact Centres: The Future - How AI is Reshaping & Elevating Human Skills
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Contact Centres: The Future - How AI is Reshaping & Elevating Human Skills
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Summary
What does the future of contact centres look like for the people on the frontline?
In this episode – the first in our three-part contact centre series – Bob and Jeremy look at how AI is changing the role of contact centre agents and customer experience teams.
As AI handles more routine calls and admin, human conversations are becoming more complex, emotional and valuable. Bob and Jeremy discuss why skills like empathy, problem solving, listening and confidence across different channels matter more than ever.
They also explore omni-channel service, remote working, and why AI is more likely to change the job than remove it.
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