It seems everyone is hyper-focused on cutting costs in the call center, and the latest advancements in AI are tempting many to replace their agents completely. But what if there were a way where AI and agents could be trained together for the betterment of the agent and customer experience? Join Sheri Kendall, our honorary expert in all things training, as she unpacks what that looks like in today's contact center. You won't want to miss this!

[4:41- 5:16] AI can be a very useful tool in both simplifying the job of an agent as well as helping train an agent. It’s important that our teams are ready to use AI and are familiar with how it works. 

[11:14- 11:34] It is possible to use the labor shift as an opportunity. The first key is documentation and making sure it’s all accurate. Your bots are only as effective as the information they have, so you need to start there. 

[15:19- 15:47] The worst thing training and development could be doing right now is waiting to be told what to do. We need to be figuring this tool out and bringing up new ideas. If our new ideas fail, then we will only be failing forward.

[21:04- 21:57] We have to remember to not hold customers hostage when they are looking to speak with a human. While bots will be extremely helpful, they will never fully replace humans.

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