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Contact centre intelligence: The key to smarter, scalable, more human service
Published
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.
“At TTEC Digital, we see intelligence not just as a technology solution, but as a strategic imperative that fuses human expertise with real-time AI to drive better outcomes for customers and employees alike.”Robert Wakefield-Carl, Senior Director of Innovation Architects, TTEC Digital