Forrester predicts that companies will continue to leverage and accelerate AI programs, particularly when it comes to agent-facing use cases. As they do so, they must also address agent burnout, advocate for agent career development, and transition from cost-centric key performance indicators (KPIs) to customer-centric KPIs.
Forrester predicts that companies will continue to leverage and accelerate AI programs, particularly when it comes to agent-facing use cases. As they do so, they must also address agent burnout, advocate for agent career development, and transition from cost-centric key performance indicators (KPIs) to customer-centric KPIs. Read More
