You can’t upend the entire technological infrastructure for an industry without seeing some ramifications in the form of personnel shifting and dislocation. Contact centers are smack in the middle of a transformation that is remaking the toolset and forcing businesses to rethink both the fundamental purpose of their centers and the mix of managerial and operational employees.
Read MoreTopics: WFM, Contact Center, Workforce Management, agent management, Customers and CX - Business & Technologies, Conversational Intelligence, QM, Quality, CSR
