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How Conversational AI Is Transforming the Agent Experience in Contact Centers

Balto

Without some creative freedom, employee engagement can take a downward spiral. Looking to the future, Balto published predictions on what contact centers could look like in 2030. We don’t need to wait until 2030 to see that AI-powered contact centers aren’t diminishing the value of the human touch, though.

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Is the Contact Center a Good Career? Tenured Agents Say Yes

Balto

It’s crucial to have direct experience of things like call flows, processes, and winning behavior. For agents, it’s an important change of perspective: they need to stay engaged and understand best practices in a way that’s coachable to other agents. We Surveyed 500 Managers About Call Center Coaching. 2021, December 13).