The future of the contact center is both humans and bots working in harmony to deliver efficient service—all in the name of happier customers.

As expectations continue to evolve, and technology advances at an increasingly fast pace, the one constant contact center leaders need to prepare for in 2020 is further change.

This partnering of technology and human interaction delivers superior results compared to using either approach on its own.

Automated scheduling solutions can intelligently pinpoint exactly when and where additional staff is needed.

Sixty percent of consumers globally expect to be able to engage with an organization at any time and on any channel.

Initially, the big focus was on replacing resources but the real action will be in agent augmentation, where technology and humans work hand-in-hand to deliver better experiences.

Investing in AI without an outcome-oriented plan in place can have significant consequences for your business.

The best deployments use chatbots selectively, leverage AI and seamlessly hand off any collected information.

Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make KM effective.