Will Robots Replace Contact Center Agents?
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Will Robots Replace Contact Center Agents?

This week our #ICMIchat community discussed the impact that automation, bots, and emerging technology are already having on the contact center. They also predicted what the future might hold. Will robots ever replace contact center agents? Read this recap to find out when and how our experts think that may happen. For a full transcript of the conversation, be sure to head over to Storify.

Join us next week as we look back at some of the biggest industry trends of 2016. Just use and follow #ICMIchat on Twitter to participate. 



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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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