CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET.
The duo explores changing contact center metrics, AI, and orchestration, discussing:
Is It Time to Rethink Deflection & Containment?
Clare explains why these metrics, while useful, aren’t a strategy, and how contact centers may wish to shift their thinking.
When Should Humans Take the Lead?
From contacts that are critical for retention to those with upsell potential, Clare highlights where humans should take the lead in the contact center of the future.