What role do call-centers play in a conversational economy?
Brand ambassadors, chatbots… These key players of the conversational economy challenge traditional contact centers and lead us to redefine their role. How is messaging transforming the way agents work? Which new skills are now expected from them? Is the principle of cost/volume still relevant?
Hosted by François Daures with Matthieu Bouin from Webhelp, Isabelle Eloir from Cdiscount and Pierre-Edouard Lieb from Recast.AI
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