Mackenzie Ellis

Mackenzie Ellis, a Solutions Specialist at ComputerTalk, dives into the transformative role of AI in contact centers. She reveals how AI acts as a supportive co-pilot for agents, managing repetitive tasks and enhancing workflows. From real-time coaching to personalized onboarding, AI is reshaping agent experiences. Ellis discusses the importance of trust and transparency among agents, showcasing how AI reduces burnout and boosts efficiency. Together, they explore the future, where tailored dashboards and adaptive coaching elevate the human connection.