AI Machine Learning Fuels the Future

On this episode, Amelia is joined by Juanita Coley, CEO and Founder at Solid Rock Consulting, a contact center consulting company that focuses on the future of the industry with the increasing use of AI and machine learning.

Amelia and Juanita talk about:

- Omni-channel skills and cross training is the future of call center agent training.

- Forecasting the future through running training scenarios using AI tools.

- How AI and machine learning will increase the importance of workforce managers.

- Automation may replace some mundane tasks but will create a more sophisticated workforce.

- How the call center workforce may pivot to a gig economy workforce.


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