Customer Service and Agent Experience Trends to Watch in 2024

(YouTube) - Let's dive into trends. Recently, David attended a conference and was excited to share what he learned with Brian and Eric. When he was done sharing, they told him, "old news." Many people try to get attention by sharing new "trends," but what's really new and what's just more of the same? Our hosts share what they believe is actually coming in 2024. Some trends include how AI will create better experiences for employees, the reality of omnichannel interactions, and whether AI will start replacing human agents in the next year.