The Contact Center Evolution: The Missing Pieces to Make AI a Success

Contact centers have faced the same set of challenges for decades. Attrition, agent disengagement, repeat contacts… you know the list. Yet, new trends in automation, remote working, and channel management, not to mention ever-increasing customer expectations, are only making that list longer and longer. To make matters worse, a dramatic period of change is coming for many contact center leaders in the form of new technologies and pressures from the C-level and the Boardroom. With 80% of customers reporting that the experience a company provides is just as important as its products or services - the time to act is now. Thankfully, Adrian Swinscoe - a prominent CX advisor, author, and leader – joins CX Today’s Charlie Mitchell and Zoom’s Chandler Galt, Senior Product Marketing Manager, Zoom Contact Center to take us through what this massive shift, or third wave of CX, may look like. In doing so, he shares his suggested approach for dealing with the change – alongside all those other challenges – and keeping contact centers ahead of the curve. Hint: AI alone isn’t the solution. What Will We Cover? • The current challenges contact centers are facing. • The imminent challenges many will soon have to confront. • A practical approach to handle these challenges and period of change. • The opportunities contact centers can seize by following this approach.