It seems that everywhere you look these days, the conversation is focused on AI, and our most-read blog posts this month are no exception.
At the top of the list, Stéphane dives into how agentic AI is being implemented across all areas of the contact center, from hiring and training to customer experience, and why it is critical for humans to remain at the helm of operations.
Next, Troy discusses the complexities of agent retention and what you can do to better support your agents. Tiffany then lays out the building blocks for onboarding success.
Over to Brendan, who speaks with leading industry experts for their take on the success and effectiveness of agentic AI.
To further explore AI’s role in our centers, Vigneshwaran takes a broader look at its role today and in the future. Enjoy this month’s top 5.
Smarter Contact Centers With a Human Touch
Agentic AI has emerged as quickly as it has powerfully, reshaping the landscape of contact centers. Unlike traditional automation, agentic AI is designed to act with a level of autonomy and contextual awareness that enables it to make decisions, carry out tasks, and even improve itself based on feedback.
The Secrets to Efficiency (and Agent Retention)
Through a pandemic, the Great Resignation, and difficult economic conditions, an age-old contact center challenge has become more complex: agent retention. According to Forrester, 63% of contact centers deal with staffing shortages.
How to Build An Amazing Onboarding Experience
Making sure new employees have the best possible onboarding experience isn’t just nice: it’s crucial for keeping great people!
Is The Agentic AI Journey Worth the Drive?
Contact centers are moving faster down the road to increased automation, where machines are becoming the norm and people the exception in customer interactions. Where technology also supports humans: whose roles are now to handle only what they cannot and as backups, oversight, and overrides.
Is AI Contact Center-Ready?
AI has been dominating the contact center conversation (as seen by the articles in our publication): and for good reason. The technology’s integration of vast data processing power with human-like learning, reasoning, and decision-making abilities, has given it considerable value.
