Download Now
In the Contact Center, AI is Not Your Strategy
This year (and every year) contact center leaders face significant pressure to demonstrate value across multiple fronts: Pressure from the C-suite to reduce costs and keep operations lean; pressure from customers to deliver fast, responsive service; and pressure from within to meet high-performance quotas while keeping agents happy and invested in the mission. To survive (and ultimately thrive) in this challenging moment, leaders need to be realistic about their work demands, resource requirements and value delivery to the stakeholders they serve. We recently caught up with two industry veterans to get their take on these concerns, and what to do about them: Brad Cleveland, founder of ICMI and author of Contact Center Management on Fast Forward; and Josh Streets, Sr. ICMI Business Associate and CEO of QX Now.
