White Paper: How to Operationalise AI Workflows in the Contact Centre

When it comes to embracing AI technology in your contact centre, it’s easy to get caught up in the hype. McKinsey estimates that AI adoption has more than doubled in the past five years. Yet, adoption and successful implementation are two different things.

Organisations need to double down on operationalising AI in the contact centre to realise its true value.

In other words, it’s important to know how AI fits within your team’s day-to-day workflow — including quality managers, business analysts, agents, supervisors, and employees beyond the contact centre.

Focusing on these fundamentals can help your organisation gain more value and ROI from AI technology for the contact centre.