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Key Take Aways
Automation and AI are becoming more important than competitive salaries for customer service agents.
Technology is seen as a way to increase efficiency and productivity, allowing agents to handle more calls per day.
AI can help agents reduce average handling times and focus on higher-value tasks.
Contact centers are exploring pay-per-call models based on performance and output.
Agent Assist technology is being embraced by agents to improve work-life balance and reduce screen fatigue.
Generative AI is enabling personalized and efficient interactions in contact centers.
Companies need to adopt technology to attract and retain the next generation of employees.
AI can assist agents in providing better customer service and improving customer satisfaction.
Automated tools can help agents identify customer needs and provide relevant solutions quickly.
Technology can streamline processes and reduce repetitive tasks for agents.
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