It’s important to note that automation should augment, not replace, human work within the contact center.
Much of today's conversation is focused on what automation can potentially do to strengthen customer engagement, improve processes and augment contact center performance. But what does this actually mean for our agents? It’s time the conversation focused on the human equation in the automated world, focusing on how employee roles will change, and understanding what the human-automation relationship truly entails.
SPEAKER
Brian Cantor
Principal Analyst & CCW Digital Director with IQPC
Principal Analyst for the Customer Management Practice. In his role, Brian leads all customer experience, contact center, technology and employee engagement research initiatives. Citing this proprietary research, Brian authors CMP’s industry-leading market studies and special reports. Additionally, he serves as managing editor and director for CCW Digital, which is the largest web publication and community for customer experience professionals.
MODERATOR
Amit Shankardass
Executive Vice President, Market Engagement, Teleperformance
As the Executive Vice President of Market Engagement at Teleperformance, Amit is responsible for aligning the company’s value proposition to market needs and leads the go-to-market efforts for the English World region. With over 18 years of industry experience, Amit brings a tenured history in the Customer Experience Management arena, having functioned as the Chief Marketing Officer at various BPO companies. Amit has led several innovative product development efforts in the BPO sector and is a frequent speaker at thought leadership seminars and conferences worldwide.
Human Consequence of Automation
Strategic Insights