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Human Consequence of Automation

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It’s important to note that automation should augment, not replace, human work within the contact center.

Much of today's conversation is focused on what automation can potentially do to strengthen customer engagement, improve processes and augment contact center performance. But what does this actually mean for our agents? It’s time the conversation focused on the human equation in the automated world, focusing on how employee roles will change, and understanding what the human-automation relationship truly entails.

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Human Consequence of Automation

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