We’ve all heard the cliché about how “AI will augment rather than replace human agents.” But what does this concept look like in practice?
In this Special Report, we reveal the answers. We dive deep into the anatomy of an AI-powered workforce, revealing not only the types of “complex work” tomorrow’s agents will handle but the precise way AI will empower them to be better at their jobs.
More importantly, we also look inward, revealing how contact center and business leadership must transform their operations to cultivate this caliber of employee. This transformation effort includes rethinking workforce management, reimagining contact center culture, and redefining the ideal outsourcing partnership.
You'll explore:
- Vision for the agent of the future, including the complex work they will handle and the skills they will require
- Keys to empowering that next-generation workforce through better technology and more engaging employee experiences
- Pitfalls to avoid and initiatives to prioritize as you leverage employee-facing AI
- New standards and opportunities for leveraging outsourcing to support your workforce needs
- Proven case studies highlighting the impact of next-generation workforce strategies on CX and business results