Contact centres globally are grappling with balancing AI and human interaction, and the increasing number of channels makes it harder to provide consistent experiences. In ANZ, remote work and economic slowdowns add to these challenges, with agent retention down by 18% and demand forecasting becoming more complex.

This 30-minute session will explore the key challenges facing ANZ contact centres, including:

• Core Challenges in Contact Centre Operations
• Effective Integration of AI
• Omnichannel Strategy Development
• Leveraging Generative AI for Productivity