Contact centre intelligence: The key to smarter, scalable, more human service

From CSM

In today’s fast-evolving service landscape, delivering empathetic, efficient, and scalable support is essential. In this CSM article, Robert Wakefield-Carl, Senior Director of Innovation Architects at TTEC Digital, makes a compelling case for why contact centre intelligence is the strategic engine behind modern customer experience success.

Wakefield-Carl explains how AI-powered tools like real-time agent copilots, generative search, and auto-summarisation are transforming overwhelmed contact centres into agile, insight-driven environments. These innovations not only reduce agent burnout but also elevate customer satisfaction and operational efficiency.