January 18, 2025

Analytical Business Tactics

Long Term Benefits of Investment

Embracing AI in the modern contact center

Embracing AI in the modern contact center

In the contact center industry, it’s safe to say that the initial buzz around AI has quickly given way to a constant hum. Today, organizations everywhere are shifting their position, strategy and investment decisions away from viewing AI as a shiny new toy to an area where they want to see tangible benefits.

But how is this playing out in practice? For many contact centers, AI’s big impact is currently behind the scenes across a range of functions, from boosting productivity and improving the accuracy of scheduling and forecasting to monitoring customer performance or predicting customer behavior. Whatever the specific priorities are, by implementing AI to enhance the capabilities and working lives of agents and leaders, customers also see the benefits through improved interactions and outcomes.

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