On this episode, Amelia is joined by Juanita Coley, CEO and Founder at Solid Rock Consulting, a contact center consulting company that focuses on the future of the industry with the increasing use of AI and machine learning.
Amelia and Juanita talk about:
Omni-channel skills and cross training is the future of call center agent training.
Forecasting the future through running training scenarios using AI tools.
How AI and machine learning will increase the importance of workforce managers.
Automation may replace some mundane tasks but will create a more sophisticated workforce.
How the call center workforce may pivot to a gig economy workforce.
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