Martin Hill-WilsonBrainfood Consulting Founder Click to read more...
Steve HurstEngage Business Media Editorial Director Click to read more...
The multiple use cases for AI in the changed world of remote working. How contact centres are being reinvented.
Anticipating mixed location workforces, a digital first agenda and reprioritised customers expectations, contact centres continue to evolve during the current period of rapid change triggered by the pandemic.
The unexpected switch to remote working has delivered benefits and challenges in equal measure. The need for contactless engagement has resulted in widespread acceleration of digital infrastructure and alternatives to live assistance. A recessionary tightening of headcount continues to question how employees are best supported and how to optimise their value.
AI is central to the challenge of migrating contact centre behaviour in these use cases. Join us to hear Martin Hill-Wilson and Vonage’s Lyndon Myall discuss a wide range of AI powered examples that are now driving this phase of contact centre transformation.