Balancing AI and the Human Side of Contact Centers

This episode of TechXY Turbo explores how artificial intelligence is revolutionizing contact centers, but not in the way most people think. Melissa Copeland, named "America's Top Contact Center Expert" by Forbes, joins the show to discuss how AI and technology are transforming customer service operations while keeping the essential human element at the center.

While recent news focuses on the reductions in jobs, especially front line customer service roles, Melissa reveals how properly implemented AI amplifies human capabilities and creates exponential ROI. From her work helping organizations navigate platform transitions to implementing AI assistants that make contact center functions and roles more effective, Melissa shares insights on why so many technology implementations fail and what it takes to deliver the 10x returns her client experience.

Listeners will gain a rare insider perspective on how contact centers are evolving from necessary cost centers to strategic business assets, and why the future of customer service isn't about choosing between humans and AI, but about getting them to work together.