How will this episode help me?
According to McKinsey, Gen Z customers are using the phone, Boomers are using chat, and AI technologies are continuing to transform the contact center.
At the center of any service interaction is an agent’s engagement with the customer on the other side of that interaction. So, how do the contact centers of today – and the future – handle the expected increases in call volume while simultaneously being able to support other channels that may be preferred by different customers?
In this episode of Exchanges, host Hannah Story joins guests Jonathan Yundt, Industry Director, Healthcare & Insurance at Hitachi Solutions, and Andrew Montgomery, Director, Business Applications at Microsoft, as they discuss the transformation occurring in the contact center.
In this episode, you’ll hear from Jonathan and Andrew as they discuss:
- The agentic experience and why it’s a buzzword for 2025
- How Microsoft Copilot is empowering agents and benefiting customers
- Why it’s important to make sure you don’t ignore AI in your contact center