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The Hidden Cost of Over-Automation

Nancy Friday 2 February No Comments

Contact centres are accelerating their adoption of automation and artificial intelligence (AI), but at what point does removing human support from customer journeys risk damaging the experiences we’re trying to…

For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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