CCNG member Dan Smitley shares his thoughts on what we’re going to do once the bots take over the world. A bit of a hyperbole but it’s a great starting point for a very timely conversation.
Dan talks about how contact centers are changing and how technology is playing a major role in this transformation. He discussed the use of bots, artificial intelligence, and other technologies that are revolutionizing the industry.
He also cautions that technology is not a magic bullet and that empathy and human interaction are still crucial to building meaningful relationships with customers. He emphasized that while technology can make things more efficient and streamlined, it cannot replace the human touch.
Dan’s thoughts on the importance of adapting to change and embracing new technologies, even if they may be scary or intimidating. He encouraged contact center leaders to experiment with new technologies and see what works for their business. Ultimately, Dan’s message was one of optimism and hope for the future of the contact center industry. While there may be challenges and obstacles along the way, he believes that technology can help drive positive change and create a better experience for both customers and agents.
In conclusion, the contact center industry is evolving rapidly, and technology is at the forefront of this transformation. While there may be some apprehension about the use of new technologies, it’s important to remember that they can bring many benefits and improve the overall customer experience. However, empathy and human interaction should not be overlooked, as they are still essential to building meaningful relationships with customers. With the right balance of technology and human touch, contact centers can thrive in the years ahead.
Dan Smitley is a CCNG member, he is a WFM evangelist, public speaker, and industry expert who has been in the contact center space for over 20 years.
To hear the entire conversation with Dan Smitley, use this link to access the recording.
