Thoughts on Customer Experience, Agent Skills and Artificial Intelligence

The ICMI Contact Center Expo in Fort Lauderdale, Florida is coming up quickly from May 13 to 16. If you are planning to attend, or if you are interested in current contact center trends, you might be interested in a brief interview I did with Don Fluckinger of TechTarget. In it, I discuss customer experience, agent skills and the impact of AI. You can read the interview here.