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It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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Brian Jeppesen, who serves as Director, Contact Center Operations at Fertitta Entertainment, joined your host Nikola Mrkšić to discuss his vision for the AI-powered contact center.
Listen to hear Nikola and Brian cover:
• How to overcome the challenges of staffing call centers during high-demand periods, including with virtual agents
• Their reaction to the Keep Call Centers in America Act of 2025, and what it means for brands and BPOs
• Myths around the implementation of AI in contact centers
• The risks BPOs (Business Process Outsourcers) face if they do not proactively offer AI solutions to their clients
• The transition to generative AI-powered virtual assistants, including what's working today and what's still yet to come.
PolyAI is proud to bring insights from our customers to the pod! Learn more about our work together here: https://poly.ai/case-studies/golden-nugget/
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