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    Convoso CEO on AI-Augmented Workforce Management in Contact Centers

    Convoso

    In his article “Top Contact Center Trends to Watch in 2025” published in CMSWire, author Scott Clark, explores the top trends set to shape the contact center industry in 2025 and examines how these technologies are transforming customer interactions into more intuitive, meaningful experiences. 

    Convoso CEO and Co-Founder Nima Hakimi shared insights on how AI is revolutionizing workforce management and below is an excerpt from the article featuring his remarks.

    "AI chatbots reduce agent burnout, allowing employees to focus on more complex tasks that need additional attention. Inbound teams are increasingly shifting to proactive outreach to customers, requiring adjustments to their strategies. As AI takes on more inbound requests, companies move agents to profit-center work, relying on evolving technology to handle repetitive tasks to free up time for live agents.”

    Read the full article

    Discover the 2025 Contact Center Trends to help you adapt, compete, and scale your operations this year. 

    About CMSWire

    Produced by Simpler Media Group, CMSWire is the leading publication covering digital customer experience methodologies, tools and operations. 

    About Scott Clark

    Scott Clark is a seasoned journalist based in Columbus, Ohio, with over 20 years of experience covering Information Technology and 27 years as a web developer. His coverage ranges across customer experience, AI, social media marketing, voice of customer, diversity & inclusion and more.