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.
This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com
#CXO #CX #ContactCentre #CustomerService #CustomerExperience