CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET.
The duo explores changing contact center metrics, AI, and orchestration, discussing:
🤔 Is It Time to Rethink Deflection & Containment? 🤔
Clare explains why these metrics, while useful, aren’t a strategy, and how contact centers may wish to shift their thinking.
🤝 When Should Humans Take the Lead? 🤝
From contacts that are critical for retention to those with upsell potential, Clare highlights where humans should take the lead in the contact center of the future.
🙃 How Will the Support Role Change? 🙃
As humans answer more complex and deliberate contacts, Clare underscores how contact centers can prepare agents for the future.
🛠️ The Future of Agent Tooling 🛠️
Clare shares how agent assist and other AI-driven tools are evolving from knowledge suggestions into coaching systems, helping new hires perform like seasoned experts.
Deep dive on journey orchestration, conversational AI, and agent assist tooling by visiting: ujet.cx
