To ensure the level of user adoption and usage that leads to a frictionless CX, companies must focus on a robust change management strategy alongside their technology implementations, says Charlene George, sales director at Connect SA.
Rather than replace contact centre agents, AI is poised to enhance their capabilities and redefine their roles, says Martin Cross, chief strategy officer at Connect.
With real-time data analysis, the contact centre of the future will be able to anticipate a customer query, says Martin Cross, chief strategy officer at Connect.
