In the past two years, stores and offices have opened and closed their doors, with consumers unable to rely on physical channels to service their needs. Call centre managers have found their teams inundated by a wave of new customer enquiries. In response to this shift in customer behaviour, call centre operators have innovated, bringing in the latest technologies. Artificial Intelligence (AI) systems have been at the forefront of this response.
In this guide, we look at the ways in which new AI-powered tools are changing the nature of the call centre, and how call centre operators can use a layered approach to ensure they reap the benefits.
Read our brand new eBook to discover:
- A new breed of call centre technologies
- How AI is used in the call centre
- How to implement a layered approach to call centre security