Reimagining contact centers through the power of people and technology.
Tuesday, December 9th
5:20 PM The Next-Gen Agent: From Problem Solvers to Experience Enhancers
- As we work to redefine the agent role, it is critical to understand where humans can make the greatest impact. At a time when customers expect more than ever before, organizations are working to implement technology to enhance efficiency, improve response times and handle heightened volume.Yet, customers are consistently seeking a human touch. The solution? Shifting agents from problem solvers to experience enhancers. By leveraging AI as a necessary tool and partner for agents, organizations can establish a hybrid experience that exceeds customer expectations.This session will dive into:
- The reality of customer expectations today
- The shift to technology + humanity
- Insight on the next-gen agent
