Deflection Is NOT a Contact Center AI Strategy. This Is.

CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET. The duo explores changing contact center metrics, AI, and orchestration, discussing: 🤔 Is It Time to Rethink Deflection & Containment? 🤔 Clare explains why these metrics, while useful, aren’t a strategy, and how contact centers may wish to shift their thinking. 🤝 When Should Humans Take the Lead? 🤝 From contacts that are critical for retention to those with upsell potential, Clare highlights where huma...