Transform your contact center into an intelligence center

In CX today, customers want brands to deliver what they want, when they want and most importantly, they want the brand to ‘listen’ to them. 

However, 96 percent of contact center agents feel stressed weekly and are taking more calls than ever before. Calls rated as "difficult" by customer service agents increased by 100 percent over the past two years.

With that in mind, we need to bridge this gap. During our 60-minute fireside chat on contact center transformation, we will delve into crucial topics that are instrumental in elevating your customer experience.

Firstly, we will explore the significance of genuinely "listening" to your customers, understanding their needs, and the common roadblocks that companies often face in effectively implementing this practice.

Secondly, we will discuss how your contact center can serve as an intelligence engine, harnessing the power of every conversation to derive actionable insights. By leveraging this data-driven approach, you can make informed decisions that boost overall Customer Satisfaction.

Lastly, we'll shed light on the potential of Conversational AI as a game-changer in quality management. This technology will not only enhance your products and services but also identify transformation opportunities, driving seamless Customer Experience and ultimately fostering growth for your business. 

Our conversation will enable attendees to learn how to:

• Derive quality insights to improve offered products and services
• Improve your service quality management and compliance
• Identify opportunities for transformation
• Enable predictive Intelligence (CSAT, churn, sales/conversion rates etc) to drive CX and growth

SPEAKERS

Raghavendra Rao
Senior Director- Product Management
Sprinklr

Experienced Project Program Consultant with a demonstrated history of working in the information technology and services industry. Strong program and project management professional skilled in Operations Management, Customer Relationship Management (CRM), IT Service Management, Contact Centers, and Management.

Darren Randall
Digital Innovation Lead
Bupa Australia & New Zealand

Darren is the Product Owner for Digital Channels at Bupa Health Insurance Australia, specializing in the digital messaging space with over 8 years of experience at multiple levels. He has successfully managed long-term strategic projects from ideation to implementation, has a passion for Proof of Concepts, and has demonstrated experience in navigating the landscape of digital messaging. Passionate about driving positive customer experiences at scale, Darren believes in leveraging human experience to design customer-centric programs. Although new to speaking, his dedication and enthusiasm are evident as he shares his knowledge and insights with a wider audience.

Rhiannon Chandler-Day
Community Director
CX Network

Speakers

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