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Key Takeaways
Academies and grad base programmes are valuable for onboarding and training new employees in the contact centre industry.
The use of AI in training and development can enhance emotional intelligence, self-awareness, and other important skills.
It is essential to carefully integrate AI in customer interactions to maintain a balance between technology and the human touch.
Virtual assistants and chatbots offer great potential for improving customer interactions, but human escalation should remain an option.
Contact centres need to focus on diversity and inclusivity to better serve customers with varying needs and challenges.
Key Discussion Points
The importance of using academies and grad base programmes for training and onboarding in the contact centre industry.
The role of AI in enhancing emotional intelligence and self-awareness in employees.
Balancing technology, such as virtual assistants, with the human touch in customer ...
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