Contact centers are on an unsustainable path of constantly hiring, training, ramping up and then losing a good chunk of their workforce. The challenge is aggravated by the growing complexity of customer
Contact centers are on an unsustainable path of constantly hiring, training, ramping up and then losing a good chunk of their workforce. The challenge is aggravated by the growing complexity of customer requests that come into the contact center and the dynamic nature of the workforce itself since the pandemic started.
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Why You Should Listen to Scott:
As Global Head of Automation for Jacada, Scott leads the go-to-market strategy for their automation portfolio and works as a trusted advisor for companies actively pursuing customer service automation strategies. Scott is a passionate advocate of “Responsible RPA” having spent the last 15 years embedded in the process optimization and RPA space supporting over 100 intelligent automation assessments and implementations.
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