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COPC Standards Committee Update: AI in Focus 

COPC

Additionally, it examines the terminology used in the Standard and identifies emerging metrics that are candidates for inclusion. This shift in responsibilities presents both opportunities and challenges for the future of the contact center workforce. OBSERVATIONS AI is irrevocably altering customer service. 

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Call Center Workforce Management

NobelBiz

Jennifer Brown Jennifer has 35 years in the call center industry, with the last 25 spent in leadership. Responsible for sales training, supervisor to telemarketing, sales & service. She has managed multiple call centers in the US. She started as a rep. And enjoyed it so much that she stayed and worked her way up.