1002: Contact Center Freedom and Workforce Optimization

Calabrio CEO Tom Goodmanson discussed how technologies like automation, AI, and analytics can help companies deliver a richer human interaction. Human interaction is becoming a luxury. In the era of excessive screen time, cyber trolls, hacking, catfishing, fraud - tech has done a lot to hurt the way we interact. Now it’s time for tech to make it up to us. With poor customer service costing businesses more than $75 billion a year, companies simply cannot afford to delivery anything other than exceptional customer experiences. And while there’s great irony in the idea that humanizing the workplace depends on artificial intelligence and analytics, learn how it makes perfect sense.