The Importance of Humans in an AI World

In May, I was delighted to participate in ICMI’s Contact Center Expo. In one of my talks, I addressed the importance of the human touch in the midst of the growth of artificial intelligence. You can read more about that talk, as well as reflections on the conference by a person new to contact centers, here. Her article is also a great reminder of the benefits of taking the time for professional development.

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