A year after the onset of the pandemic, contact centers are looking to implement and transform their operations with conversational AI and automation technologies. However, most transformations require a roadmap to deliver successful outcomes. In this session, you will learn
In this session, Richard will share how technology reinforced Business Australia’s strategy and the outcomes since they launched their new approach to market.
When implementing self-service strategies, the focus often shifts exclusively to the new systems and processes. But we can’t forget the core of your contact centre: the human element. What impact does self-service have on your existing channels and staff? In this session, join Christian Szilagyi of Calabrio as we explore modern strategies for empowering staff in existing channels to self-optimise and accelerate the self-service program, too.
Conversation volumes and customer expectations keep rising while support teams have to choose between the impossible: staying personal with customers or being efficient as a team. This case study session will show you how mobile virtual network operators, SMARTY, chose both. SMARTY implemented automated chatbots and self-service support to manage the sharp increase of 56,000 monthly customer conversations while continuing to create the same, conversational experiences their customers expected.
Every now and then humanity makes an evolutionary leap, although it is only with hindsight that we recognize the significance of these moments. The Industrial Revolution was one of these times when work moved from the farm to the factory. In 2020 we made another leap forward, a leap that may even be more significant than the Industrial Revolution. Work moved work from the physical world to the virtual world.
In the virtual world, how we connect, build communities, experience each other and ourselves is altered. Even our experience of time and space is changed. Tim will explore the impact of this shift and expand on some of the skills, tools, and tactics that will help you and your team thrive in the new virtual world of work.