STAFFING
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH TONY GRACZYK, SWPP ADVISORY BOARD
ILLUSTRATION PROVIDED BY ADOBE IMAGES
THE WORKFORCE IMPLICATIONS OF AI
THE BENEFIT OF AI FOR AGENTS AND SUPERVISORS.
There has been much coverage, and many blogs, posts, and press releases, about how AI will increase employee productivity, improve customer experience( CX), and at the same time reduce costs. It also includes how workforce dynamics and future hiring practices may evolve. But what do the industry professionals who manage contact center workforces think about these complex, interrelated issues, and their implications? What is their advice for the contact center leadership who must work through them?
To understand more, and from that perspective, I had a virtual conversation with Tony Graczyk, a member of the Society of Workforce Planning Professionals( SWPP) Advisory Board.
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TONY GRACZYK
Tony is employed by a Fortune 500 financial services organization, with his focus on the workforce solutions space. His views are his own and not of SWPP or the organization that employs him.