That's Genius Podcast with Rowan Trollope

[PODCAST] How the Contact Center is Poised to Change in the Next Five Years with Rowan Trollope, Part 2

“It’s hard to predict what’s going to be created. It’s easy to see what’s going to be destroyed.”

On today’s episode of That’s Genius! podcast, Michael Rose continues his interview with Five9 CEO, Rowan Trollope, as they discuss what the future holds for the contact center in an increasingly automated world.

When ATM’s first rolled out across the US, there were 300,000 bank tellers. Concerns grew around what would happen to these employees as their jobs had been automated. In spite of these fears, 25 years later, there are now more than 600,000 tellers. Why?

Banks actually closed their mega-branches in favor of opening more, smaller local branches where tellers could engage with customers in a wider scope than just depositing and cashing checks.

The contact center is facing a similar shift as AI becomes more prevalent.

“The shift of brick and mortar to online is going to drive a lot of the current people who are doing retail into contact centers,” says Rowan, who says we still need that human touch.

“One of the most important dynamics of the new business model is that the more you engage with your customer, the more you increase the lifetime value of that relationship with the customer in a services led business.”


To hear Part 2 of our interview with Rowan, click here.

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