From spreadsheets to AI: A look at the future (and past) of customer service

Customer experience in the contact center industry has always been a one-to-one conversation, but the DNA of these conversations has changed. The prevalence of self-service capabilities, AI, and digital channels is rewriting how customers tackle everyday issues, and contact centers are evolving to match these expectations. Recently, TTEC’s Mary Nelson sat down with Sharon Jones, the Senior Director of Workforce Optimization Strategy and Planning for Cigna, to discuss the latest innovations and changes in the contact center landscape.