Accelerating development of contact center technologies have resulted in a wide array of configurations, with successful organizations across industries finding themselves at very different stages of their optimization journey. 

In this session, Justin Michaud, Director of Customer Care for brands Life360, Tile, and Jiobit will discuss the intricacies, benefits, and challenges of bringing three contact center teams under one roof. We’ll also cover the risks and considerations associated with making numerous changes to contact center operations in a short period of time, focusing on its impact on agents.

Topics of discussion include:

• How to determine if a traditional chatbot or a generative AI chatbot is more suited for your customers
• The importance of clear and creative paths to resolution for both customers and agents
• Predictions for the skills that the agents of the future will need to be successful, and the metrics used to measure them