Aug 2, 2021
With changes in our work environment and with more people working from home, much of today's conversation is focused on what automation can potentially do to strengthen customer engagement, improve processes and augment contact center performance. But what does this actually mean for our agents? While it’s important to note that automation should augment, not replace, human work, It’s time the conversation focused on the human equation in the automated world, focusing on how employee roles will change, and understanding what the human-automation relationship truly entails.
In this podcast, Brian Cantor, Principal Analyst & CCW Digital Director for IQPC's Customer Management Practice, shares interesting trends and statistics and answers pressing questions:
Teleperformance will provide some best practices and insights.