We all tend to think of a contact center as a people-driven area of the business -- a department where customers can connect with living, breathing resources to get the support they need. So, it's no surprise that we don't usually envision the contact center as a target for automation. The fact is that the contact center is the perfect setting for digital transformation through automation -- but not because it replaces people with their robotic equivalents. Automation can make the contact center's human resources better at their jobs. It can improve both the customer experience and the employee experience by taking the delay and friction out of customer interactions.

In May 2017 at ICMI Expo Shep will share some of the 52 "Amazement Tools" featured in his book of the same name. Learn best practices, tactics, and strategies to help them deliver the most amazing customer service on the planet. Over the years, I have watched artificial intelligence swiftly move from a thing of the future to a practical element in the improvement of contact center operations. With the contact center remaining a vital component of customer acquisition and retention, it seems obvious that continual advancements are key in boosting the success of businesses worldwide. When it comes to improving the contact center experience for improved client acquisition and retention, intelligent network interfaces are beyond compare.