Contact centers are in contact with customers through a variety of channels such as telephone, chat, and SNS,
Contact centers, which interact with customers through a variety of channels such as telephone, chat, and SNS, are no longer simply a department that handles inquiries, but rather a strategic center that holds the key to improving the customer experience (CX) and corporate growth.

With the introduction of AI agents, “next-generation contact center management,” in which AI provides speed and accuracy while people provide judgment and sensitivity, is now becoming a reality.

The optimal division of roles between AI and humans, balancing operational efficiency and CX improvement, and creating a mechanism to utilize customer information for sales activities are some of the key elements of next-generation contact center operations,
The key points of next-generation contact center management will be explained with specific examples by practitioners who lead the field.

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