AI HAS A BIG ROLE TO PLAY FOR TRULY MODERNIZING THE CONTACT CENTER. NO TECHNOLOGY TREND IS MORE IMPORTANT NOW THAN AI: AND EVERY CONTACT CENTER IS EXPLORING WAYS TO USE IT.
STRATEGY
BY JON ARNOLD, J ARNOLD & ASSOCIATES
ILLUSTRATION PROVIDED BY ADOBE STOCK
WHY BECOME AI-, DATA-, AND CLOUD-CENTRIC
FOLLOWING THE BEST WAYS FORWARD FOR CONTACT CENTERS.
There is no doubt that the contact center space is going through major disruption: and this isn’ t just a matter of modernizing with a technology refresh.
That is only part of the story, but with so much technology change there is also disruption to the very foundation of what contact centers are all about.
Contact centers must now provide a better customer experience( CX) – not just basic customer service- and have an end-to-end understanding of the customer journey: usually in real time.
30 CONTACT CENTER PIPELINE
THE POWERFUL ROLE OF AI
AI has a big role to play for truly modernizing the contact center. No technology trend is more important now than AI: and every contact center is exploring ways to use it.
AI HAS A BIG ROLE TO PLAY FOR TRULY MODERNIZING THE CONTACT CENTER. NO TECHNOLOGY TREND IS MORE IMPORTANT NOW THAN AI: AND EVERY CONTACT CENTER IS EXPLORING WAYS TO USE IT.