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"What we're teaching our partners to do is to pivot their conversations from replacing a contact center into enhancing a contact center."
July 19, 2022
A contact center may face a host of challenges these days. One of the biggest problems is agent retention, as contact centers have experienced unprecedented turnover in most circumstances. However, with the advent of virtual agents and other artificial intelligence tools, one might think these centers could easily remedy high turnover. This is not so much the case.
LiveVox’s MeiLee Langley
MeiLee Langley is head of worldwide channel marketing at LiveVox, the San Francisco-based next generation contact and call center software company. In April, Langley and LiveVox launched Activate. The new channel program provides partners with key tools to sell LiveVox’s blended omnichannel capabilities – including AI – to new customers.
In this interview (see above slideshow) with Channel Futures, Langley discusses the promise and shortcomings of AI implementation in contact centers. And she explains what a temperamental economy is doing to disrupt these centers. She also outlines the role that partners will need to play to sell AI. The technology evolves every six months to a year.
Finally, Langley shares LiveVox’s approach to guarantee, she says, partners will feel supported when learning how to be a technology consultant.
Read more about:Agents
Claudia Adrien is a reporter for Channel Futures where she covers breaking news. Prior to Informa, she wrote about biosecurity and infectious disease for a national publication. She holds a degree in journalism from the University of Florida and resides in Tampa.
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