AI Machine Learning Fuels the Future
On this episode, Amelia is joined by Juanita Coley, CEO and Founder at Solid Rock Consulting, a contact center consulting company that focuses on the future of the industry with the increasing use of AI and machine learning.
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Show Notes
On this episode, Amelia is joined by Juanita Coley, CEO and Founder at Solid Rock Consulting, a contact center consulting company that focuses on the future of the industry with the increasing use of AI and machine learning.
Amelia and Juanita talk about:
- Omni-channel skills and cross training is the future of call center agent training.
- Forecasting the future through running training scenarios using AI tools.
- How AI and machine learning will increase the importance of workforce managers.
- Automation may replace some mundane tasks but will create a more sophisticated workforce.
- How the call center workforce may pivot to a gig economy workforce.
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