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The basics of a contact center mustn’t get left behind as we gravitate towards the shining light of generative AI. At the same time, questions are being asked as to whether AI will replace agents altogether (or at least in part). The answer, suggested by experts, analysts, and panelists at Enterprise Connect in 2024, is that the mundane elements of agent work will and should get replaced, freeing up agents to spend more time on value-add activities like relationship building, technical fixes, and quality assurance. With that prioritization of how to best spend agents’ attention and time, here are five things to think about automating in your contact center.
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June 19, 2024
They modernized their service management
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