The Coming Live Agent Apocalypse

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2021 has not shaped up to be the live agent apocalypse predicted 5 years ago. However, there is no denying there are fewer call center jobs today as self-service capabilities have expanded. Are we nearing the end of the live agent era? In the macro view, the benefits of AI-powered automation are undeniable – but in the micro view, real humans get caught in the wake of progress.

Join us for this candid webinar as we discuss the impact of machine automation through the lens of history and what’s both different and similar this time around as it relates to the contact center.

Key Takeaways:

  • Understand the nature of the 4th industrial revolution and the connection to contact centers
  • How much tension is real between progress and jobs?
  • Why modern contact center leaders need a historical perspective on current trends
  • How AI is changing the role of both call center agents and contact center leaders

Watch This
Webinar

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Brian Morin

Chief Marketing Officer,
SmartAction

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Helena Chen

Director of Product Marketing,
SmartAction

The Coming Live Agent Apocalypse

On-Demand Webinar

2021 has not shaped up to be the live agent apocalypse predicted 5 years ago. However, there is no denying there are fewer call center jobs today as self-service capabilities have expanded. Are we nearing the end of the live agent era? In the macro view, the benefits of AI-powered automation are undeniable – but in the micro view, real humans get caught in the wake of progress.

Join us for this candid webinar as we discuss the impact of machine automation through the lens of history and what’s both different and similar this time around as it relates to the contact center.

Key Takeaways:

  • Understand the nature of the 4th industrial revolution and the connection to contact centers
  • How much tension is real between progress and jobs?
  • Why modern contact center leaders need a historical perspective on current trends
  • How AI is changing the role of both call center agents and contact center leaders
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