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CX Today
Agents, Supervisors, & Managers: How Is AI Impacting Key Contact Center Roles?
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AI is the talk of the contact center town, promising to fundamentally change the nature of companies and consumers interact.
Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM at Cisco Webex CX, to dig deeper.
During the conversation, Patel shared practical examples of how the technology is changing the roles of key contact center stakeholders, including:
- Contact Center Agents - From gathering customer context upfront to completing post-contact follow ups, Patel discussed how AI is changing the end-to-end service journey.
- Contact Center Supervisors - Real-time agent management, coaching, reporting... there are lots of AI use cases touching the supervisor role. Patel shares his favorite examples.
- Contact Center Managers - From data analysis to intraday management, contact center managers may also access an array of new tools. Patel touches on some of these possibilities, too.
- Customers - The customer is the most critical stakeholder. Beyond virtual agents, Patel discusses how service experiences may change for them, too.