Nigel Thorley and Tony Burgess
Atos Worldline & Unify
Re-humanising the contact centre
Automation, AI and digitisation are changing the contact centre beyond recognition, delivering potentially unprecedented productivity improvement. However, contact centres are there to help people engage with brands, and thus we need to recognise the potential of the human. Technology has its place, but what is paramount is creating a personal experience that is excellent for the customer and agent alike.