In today's rapidly changing landscape, maximizing support efficiency requires harmonizing human agents and AI technologies. How can organizations effectively leverage these tools to enhance customer experiences while optimizing operational processes? This dynamic discussion will explore optimizing support efficiency through innovative strategies, blending human expertise with AI solutions. Additionally, we will delve into the intricacies of value creation amidst digital transformation initiatives, examining the pivotal role of Project Management Offices (PMOs) in spearheading and communicating value. Join us as we address the inherent challenges in articulating and quantifying value propositions while exploring new approaches for driving operational excellence and delivering exceptional service in the digital age.

Key Takeaways:

• Understand the challenges and successes of repurposing resources and driving cultural change to embrace digital transformation initiatives
• Explore actionable approaches for enhancing agent performance and productivity in an AI-enabled environment
• Discover best practices for collaborating with BPO partners and optimizing global workforce operations to meet evolving customer expectations