Contact center technology is transforming, driven by advancements in artificial intelligence (AI) and cloud technologies. AI integration is proving to be a game-changer, promising efficiency, cost savings, and a more personalized customer experience.
Sheila McGee Smith, a renowned contact center analyst with 35 years of experience, has observed this evolution closely. Her insights highlight how AI and cloud-based solutions are shaping the future of customer service.
BOOKMARKS:
00:00 Introduction
04:56 The Shift to Cloud-Based Contact Center Technologies
06:29 The Convergence of Contact Center Software and Workforce Engagement
09:17 The Rise of Digital Customer Service and AI in Contact Centers
12:15 Investing in the Future: AI and Agent Support
20:31 Practical Advice for Implementing AI in Contact Centers
23:30 Predictions for the Future of Contact Centers
25:21 Getting to Know Sheila McGee Smith
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Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer. For regular updates on customer experience, sign up for her weekly newsletter here. blakemorgan.substack.com/
Visit her website here: blakemichellemorgan.com/