AI to alleviate, assist, and automate in the contact center… That’s just one of the points emphasised by industry expert Juanita Coley, as she shares her practical tips for implementing AI to empower agents and please customers.

 

This blog comes in the form of an interview with Amy Roberge, Head of Global CX solutions at Zoom, with Juanita sharing her thoughts on topics such as:

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• How the workforce management landscape has evolved

• The transformative role played by AI in this space

• The process for delivering ROI out of any AI implementation