Agents, Supervisors, & Managers: How Is AI Impacting Key Contact Center Roles?
Update: 2025-03-31
Description
AI is the talk of the contact center town, promising to fundamentally change the nature of companies and consumers interact.
Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM at Cisco Webex CX, to dig deeper.
During the conversation, Patel shared practical examples of how the technology is changing the roles of key contact center stakeholders, including:
- Contact Center Agents - From gathering customer context upfront to completing post-contact follow ups, Patel discussed how AI is changing the end-to-end service journey.
- Contact Center Supervisors - Real-time agent management, coaching, reporting... there are lots of AI use cases touching the supervisor role. Patel shares his favorite examples.
- Contact Center Managers - From data analysis to intraday management, contact center managers may also access an array of new tools. Patel touches on some of these possibilities, too.
- Customers - The customer is the most critical stakeholder. Beyond virtual agents, Patel discusses how service experiences may change for them, too.
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