CMSWire: Top Contact Center Trends to Watch in 2025
Melissa Copeland contributed to this article by Scott Clark for CMSWire, speaking on how AI helps companies split roles which creates more flexibility with scheduling and call handling.
Melissa Copeland, principal at Blue Orbit Consulting, explained that AI allows companies to split customer service roles, some more technical, some less so.
“This allows for two things: workers to experience unique schedules — part-time, full-time, and split shifts — that give them better work-life balance and reduced call times because easy-to-manage tasks like call triage can be handled quickly and efficiently, allowing more experienced workers to concentrate on resolving more complicated situations,” said Copeland.
Such AI tools are becoming essential for meeting customer expectations for not only customer service but also personalization and efficiency.
If you’re reading up on trends to prepare for a new platform implementation, jump here to review preparing your contact center for new technology.
