CEO of Expivia & Expivia Digital | Author of Three Call Center Ops Books | Advice from a Call Center Geek podcast | ICMI Top 25 Contact Center and CX Thought Leader
Advice from a Call Center Geek Episode 199! CX Rockstar and Influencer James Dodkins Join ACG for a LIVE AMA! (instant top 5 favorite episode we have ever done!) Envision a reality where Artificial Intelligence (AI) commandeers your customer service. Consider AI not merely conducting routine transactions but also enhancing intricate and emotionally nuanced dialogues with your customers. Is this a far-off dream or a prevailing reality? We dive into this and much more in our recent "Advice from a Call Center Geek!" podcast episode with customer experience maestro and influencer, James Dodkins from Pegasystems. We embark on a journey through the realm of 'autonomous enterprises', where businesses are leveraging AI and automation to revolutionize customer interactions and maximize operational efficiency. Looking ahead at the future of call centers, we discuss an interesting contradiction - the level of expertise required to substitute AI and automation could paradoxically increase the status of call center agents. There are some truly thought-provoking discussion points here. We conclude the hour-long episode by deliberating on the role of trust in the era of AI. This episode is a must-listen if you're contemplating the implications of AI on customer experience! The links to the episode are in the comments section! #callcenter #contactcenter #callcentergeek #ai #expivia
CEO of Expivia & Expivia Digital | Author of Three Call Center Ops Books | Advice from a Call Center Geek podcast | ICMI Top 25 Contact Center and CX Thought Leader
1yPodcast Video: https://youtu.be/qFwBZpMoJng Podcast Audio: expiviausa.com/podcasts Or wherever you listen to your favorite podcasts.