Contact centres are accelerating their adoption of automation and artificial intelligence (AI), but at what point does removing human support from customer journeys risk damaging the experiences we’re trying to improve?
Senior leaders gathered at the House of Lords to explore how automation and AI have been implemented in their respective organisations, how they are balancing efficiency gains through automation with the enduring value of human connection, and what advice they give to fellow leaders concerned about the impact of ‘over-automation’ within their contact centre operations.
Download now to read the full report
About the Leadership Series
The Leadership Series is the documented output from CCMA’s Leadership Forum meetings. These meetings take place at the House of Lords and provide an exclusive opportunity for senior contact centre leaders to explore the key factors driving change in the industry and to consider how to continue to innovate for the benefit of the customer, colleagues and the business.
Supported by
Not a member?
For details on membership packages and benefits click here.
Join today and get immediate access to member benefits.
Stay close to the CCMA by signing up today and find out about ...
- Visits to award-winning contact centres
- Latest industry insights
- Upcoming events
- Industry news